225 Customer Reviews over 6 pages
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- Location
- Holsworthy Devon
- Reviewing
- Airband
- Date
- 2020-07-08
- Comments
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Ok.... so we are by no means up and running yet. Just signed up to Airband so unable to comment on the speed or reliability. However, If the service is as good as the great help given by Jack (airband advisor) hopefully we are on to a winner! Thank you Jack for your informative professionalism and help. Looking forward to Airband as our new provider
- Location
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- Location
- Hopton Wafers
- Reviewing
- Airband
- Date
- 2019-08-13
- Comments
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Ordered Airband online, provided direct debit details, received confirmation email stating I would be contacted within 2/3 weeks to arrange survey, received letter stating direct debit had been set up. 3 weeks later still no contact about survey so I send email to customer service , no response. We then have advertising from Airband put through our letter box , so I call Airband to see what the delay was to be told that they can’t fit it in my area !!!!! No survey, no contact and clearly when they send advertising out they have no idea of area etc , very poor service will not recommend as bad as the big boys
- Location
-
- Location
- Hosker
- Reviewing
- Airband
- Date
- 2023-09-29
- Comments
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I have been waiting a long time to get fibre and I now finally have it. The engineer who came was brilliant listened to me and provide a professional service. Customer service however still needs to be improved as I had to chase this 3 times and also escalate to get it installed! Not a great service on that side of things- but I now have it and seems pretty good.
- Location
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- Location
- Ilfracombe
- Reviewing
- Airband
- Date
- 2023-10-04
- Comments
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Very friendly engineer. Explained everything.
- Location
-
- Location
- ilsington
- Reviewing
- Airband
- Date
- 2021-12-14
- Comments
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once router replaced no more problems . we now have good speeds.
- Location
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- Location
- in Worcestershire
- Reviewing
- Airband
- Date
- 2021-05-14
- Comments
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Intermittent surface and appalling customer service. Left without internet frequently for 5 working days whenever there is a disruption. Customer service and technical support team lies, fails to communicate and says things like they're monitoring the lack of internet to our house (meaning they're doing nothing.) Rubbish, wouldn't recommend if you need reliable broadband and being lied to constantly makes you angry.
- Location
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- Location
- Letcombe Bassett
- Reviewing
- Airband
- Date
- 2022-11-10
- Comments
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A band have been sending regular emails for nearly 2 years now promising, imminent installation. Finally when queried, they informed me and others in our village said it’s not going to happen any time soon probably another year and a half it seems. Given all the correspondence prior to this, it seems to be gross incompetence. No I definitely would not like to sign up to them
- Location
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- 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
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- Location
- Longslow Market Drayton
- Reviewing
- Airband
- Date
- 2021-12-03
- Comments
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Good consistent service.
- Location
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- Location
- Lower Withington
- Reviewing
- Airband
- Date
- 2023-09-25
- Comments
-
Wonderful service, great team of engineers. Everything done when said it would be.
- Location
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- Location
- Ludlow
- Reviewing
- Airband
- Date
- 2021-02-11
- Comments
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Excellent service. Very adequate alternative to FTTC after BT bypassed our area for fibre rollout. Easily achieves the promised 40/10 speeds and reasonable latency. Occasional drop-outs but otherwise an excellent service. Very quick and painless install. Helpful installers. Good customer services and billing teams. Highly Recommended. Sign up in confidence!
- Location
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- Location
- Ludlow
- Reviewing
- Airband
- Date
- 2020-08-27
- Comments
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Speed is good but unreliable, although it doesn't often drop out, the speed is rarely what we've been told to expect. Customer service is alright once you make it through the telephone system, however in our experience this has taken 30 minutes of hold music on average. We have also had support tickets ignored twice, resulting in no call back from airband. This has left us very disappointed with their communication services. Installation was quick and efficient, no problems there.
- Location
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- Location
- Lyme Regis
- Reviewing
- Airband
- Date
- 2023-06-09
- Comments
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Didn’t even get as far as having an installation. I’m self employed and didn’t take any bookings for the installation date which was very hard to arrange. I was told I would get a call the day before but nothing. The day came with a call at lunchtime telling me installation cancelled as the installer couldn’t attend. I was told I would be called straight back to rearrange, baring in mind this had now cost me about £250 in lost revenue. 3 days later and nothing. If this is how new customers are treated god knows what the after sales is like. There wasn’t an option for zero stars unfortunately.
- Location
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- Location
- Malpas, Cheshire
- Reviewing
- Airband
- Date
- 2022-09-02
- Comments
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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
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- Location
- Mid Wales
- Reviewing
- Airband
- Date
- 2022-11-23
- Comments
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When we first got Airband in 2012 (with a £1,000 subsidy from the Welsh Government) it was brilliant: excellent customer service, reliable, stable connection, good speeds - such a relief after BT. Since Aberdeen Standard Investments bought the company they have been absolutely RUBBISH. They are pushing FTTP - because that seems to be where the money is, and have allowed the FWA network to deteriorate to a point that it is virtually unusable. If I had a choice, I would switch tomorrow.
- Location
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- Location
- Much Marcle
- Reviewing
- Airband
- Date
- 2021-12-24
- Comments
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- Location
-
- Location
- Nantwich
- Reviewing
- Airband
- Date
- 2021-07-20
- Comments
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Absolutely rubbish service. More off than it is on. Ring them up to tell them it's off and usual excuse is engineers are working on it or try switching box off then back on again. Every week there is an issue so I would steer clear!!!
- Location
-
- Location
- Neen Savage
- Reviewing
- Airband
- Date
- 2019-11-25
- Comments
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Fantastic support from start to finish.
Installation was a breeze (despite the height and access to our property being a challenge). Ed, Dave and Jim were brilliant.
Now enjoying speeds of 50MB download and 10MB upload (compared to 2MB and 0.5 upload on a good day with BT).
Very VERY happy
- Location
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- Location
- Newport
- Reviewing
- Airband
- Date
- 2023-06-27
- Comments
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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
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-07-27
- Comments
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After the promises made when contacting AirBand to have the system fitted, nothing could have been more disappointing. I am a Key Worker with the NHS working from home and all had been going well whilst we had our other supplied. But AirBand did not work consistently from the time we took it on. Between the band Upload/Download speeds, completely opposite to what was promised, and it dropping out altogether it has been a bad experience. I called today as we had no Wi-Fi at all and was told I needed to find someone who understood laptop settings. I explained I had been using my laptop with no problems and if it was the system it was no use to me. So they have just turned the system off at their end. What kind of service is that? I am completely stranded with no internet at all.
They are rude and shameless to say the very least.
- Location
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- Location
- North devon
- Reviewing
- Airband
- Date
- 2020-04-01
- Comments
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A very reliable service provider for this rural community. Really impressed that they have removed caps on data in this difficult time of the virus. We are all using the Internet much more at this time to keep in touch with family and friends, great relief to know we shall not run out of data. Had Airband for nearly 2 yrs now and very satisfied with service and any contact we have with them is always speedily rectified.
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2022-06-18
- Comments
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Sales staff excellent. Ground workers and Engineers excellent.
Heres where it falls apart
Customer services ery friendly but requires a LOT of improvement.
Lack of knowledge jn how to deal with issues
Telling customers they can't gelp as they finish at 5pm on a Friday....
Theres a lacking in understanding and awareness of how it affects people practically and emotionally when things go wrong and this is not put right ...
No straight sndwer today your connection has failed.
You get bombarded eith repetitive emails and text but no real answers to your issues.
The company feels very chaotic and poorly manage right now.
Hopefully this will improve as the company grows.....
- Location
-
- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-06-17
- Comments
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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
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- Location
- North devon
- Reviewing
- Airband
- Date
- 2023-01-11
- Comments
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Do not use this isp you have been warned!
Intermittent loss of signal breaking streaming services
Clueless or please someone find a word worse than this to describe their support desk. They have no idea what’s going on on their own network but it seems that that’s because they employ people who don’t understand IT but who can read from a crib sheet and that’s it.
Regular complete loss of service with almost entirely no communication back to customers as to what the problem is/was. Phone system does not allow you to speak to anyone and regularly either drops your call or forces you onto automated voicemail which is pointless as they can’t be bothered to call you back.
Strongly suspect they oversubscribe areas as you speeds drop off at peak times.
I mean what else do I have to say? They fail at every level. If they’re your only option then ok but take every other viable route first and i include carrier pigeon. At least you can eat the pidgeon when it fails.
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2021-12-19
- Comments
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SOO much better than BT
We moved to Airband fibre as soon as it became available after years of poor Broadband service and reliability from BT
Airband fibre has been mostly very good but with a few network issues - hopefully just teething problems.
However, when you do have problems, their service is excellent - you can quickly talk to a local person who can fix things whereas with BT you end up waiting hours to talk to a call centre in India who do nothing… !
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-02-22
- Comments
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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
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2021-01-27
- Comments
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If I had a choice I wouldn't touch these with a barge pole. Thier service is beyond a joke. I have made more calls to them than to ANY company or service that I've used in my lifetime. I've lost a huge amount of income due to not having any Internet. They couldn't give a flying ****.
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-07-09
- Location
-
- Location
- North Devon
- Reviewing
- Airband
- Date
- 2021-01-12
- Comments
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This company is a complete joke! Was told to expect great things from Airband themselves as we have poor broadband in our area and that they pride themselves on great service for rural customers! Well we had 1 week in November (after installation) where it worked perfectly, speeds we have only ever dreamed of). Rapidly went down hill, intermittent service and then down completely. I counted 18 telephone calls to various numbers, 8 e-mails and not one of them was replied too. Every time I had to leave my number for someone to call me back - that never happened. Finally got through to someone that said they couldn't guarantee their wifi signal and that I had to purchase a booster! I don't think so!
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2022-11-22
- Comments
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Only been with you for 8 weeks and had poor wifi service (it’s been down more that up and running). Currently had no wifi for 5 days. Despite calling and raising 2 support logs, have been given NO idea when issue can be resolved and the support team doesn’t even care
P. No one ever responds, despite your website saying you will, and I’ve been charged in advance for the pleasure of no service. Really wish we’d stayed with our previous provider albeit poor/slower download speeds. It very rarely left us with no service at all. Surely your service is therefore not fit for purpose and I should be able to cancel under Trading Standards without penalty. I’ll certainly be cancelling the standing order! I wouldn’t bother with this company until they can provide established evidence of their service, oh, and they sort out their customer focus as presently it’s non existent!
- Location
-
- Location
- North devon
- Reviewing
- Airband
- Date
- 2023-06-23
- Comments
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Complained about installation over a year ago and just automated replies, totally hopeless
- Location
-
- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-10-23
- Comments
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Avoid like the plague. All the other reviews sum it up. Can’t watch a film or catch up without it dropping out. It didn’t work at all for 3 months but at least they refunded me for that period. Speed is great off peak (although the radio keeps dropping out today) but drops to nothing in peak times. They have clearly taken on too many customers and now can’t supply the bandwidth. I’m cancelling as they can’t fulfill their contract. Customer service is non existent. How can a company like this exist? I wonder if they are getting any government funding - if so hopefully somebody is checking up on what’s going on. I suggest it’s very close to being fraudulent or a scam.
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2023-06-26
- Comments
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Ordered a fibre connection back in 2021 with an expected connection within 3 months. Still nothing. I totally back all the other reviews. Customer service is non existent, tickets raised mean nothing. No call backs ever. I have emailed the community support team and have nothing back. Absolute shower of sh1te. I am a carer for my wife who has incurable cancer and have to walk her to the garden to use 4g for conference calls to oncology which airband are aware of. Still absolutely no response or indication of projected connection time frame 2 years on. !!!
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-06-30
- Comments
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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
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-08-17
- Comments
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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
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- Location
- North Shropshire
- Reviewing
- Airband
- Date
- 2019-12-15
- Comments
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Ofcom are monitoring these services. My advice would be to do regular speed-checks through the day and if the subscribed mbps isn’t reached then inform Ofcom presenting them with your speed check records. The company certainly needs a lesson in customer relations as well
- Location
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- Location
- North Shropshire
- Reviewing
- Airband
- Date
- 2020-12-21
- Comments
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There have been some excellent and helpful staff and engineers. However, like all the other reviews the reliability is awful. The communication is dreadful and in any other area I would say that this service is not fit for purpose. Their contact and access to engineers is dire. You rarely get called back. With the exception of two staff members. Their routers are dreadful. This company needs to be investigated. I am sick and tired of sitting here listening to their platitudes and mission statements. I will be following up these issues with OFCOM and the current digital minister.
- Location
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- Location
- North Shropshire
- Reviewing
- Airband
- Date
- 2021-11-23
- Comments
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Airband have just done some updating at their site that provides me with a line of site supply to a dish on my chimney. For rural broadband the connection is exceptionally fast peaking today after maintenance with an upload speed of 42.35 Mbps and an upload of 10.76 Mbps. To the uninitiated that is a really good speed which means no buffering, faster uploads and you can run programs/ games that require a high speed to work. Great service at an affordable price.
- Location
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- Location
- North Shropshire
- Reviewing
- Airband
- Date
- 2023-10-10
- Comments
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Once the install started top marks
- Location
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- Location
- North Shropshire
- Reviewing
- Airband
- Date
- 2021-01-21
- Comments
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WARNING. This glossy company don’t provide the service you pay for. Short and sweet I have spoken to Ofcom who were very helpful and advised I make an official complaint. Airband are ignoring my communication contravening their complaints procedure. They have eight weeks to resolve problems. Ofcom advised if you are not happy complain to Airband and this should es a late the situation.
- Location
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