225 Customer Reviews over 6 pages
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- Location
- North Wales
- Reviewing
- Airband
- Date
- 2022-07-17
- Location
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- Location
- Northern Devon (Torridge)
- Reviewing
- Airband
- Date
- 2020-06-27
- Comments
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Was in love with Airband until they "upgraded" my service (for an extra £5 per month). Since then speed has been erratic. Availability of broadband has been fairly reliable but they have totally failed to acknowledge tracked mails or give updates on a work ticket issued followjng an issue I reported which impacted local government services (parish council). Phone contact with customer support team recently not available unless reporting a broadband outage.Communications with their customers, and thus respect for and service of their customers, totally appalling.
- Location
-
- Location
- Oswestry Shropshire
- Reviewing
- Airband
- Date
- 2023-05-04
- Comments
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A truly demoralising, and testing experience. Paying for the 300mbps service. Had installation on 20th April in the SY10 7PN area (Oswestry). Within 24 hours the service dropped to zero for about 5 hours, on a saturday. Calls to the service line only routed to an answerphone. I got a text eventually telling me they were aware, before text notification and service resumption early evening.
Since that date I have started to keep a log and I can report I have had 100% outage for periods of between 4 and 6 hours on no less than nine occasions, and we are today on 3rd May. Generally during daylight hours, not at night, though I have noticed outages during very small hours of an hour or two. I work from home, and when the service starts to fail, during the day, I now follow a procedure - call the callcentre to log a report; and swiftly decamp to a friends office with my laptop. The callcentre staff, when you can get to them (in the week in normal opening hours - its not a 24 hour helpline despite the sales blurb) are helpful and decent, as were the installing engineers, but the end user experience is horrendous. Trying to work from home, I am exhausted and deeply worried - I am amazed at the sheer audacity of the management and administration teams that they can do this to customers.
- Location
-
- Location
- Oxford
- Reviewing
- Airband
- Date
- 2022-10-17
- Comments
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My internet is working but I can’t send and receive any texts or what’s app messages. Have been trying to get through to the technical department for 4 hours. I keep being put on hold for about 5 minutes. Than asked to leave my contact details and apparently I will be contacted. No contact yet!! And I have tried calling 36 times: What an amazing company.
- Location
-
- Location
- Oxford
- Reviewing
- Airband
- Date
- 2023-09-12
- Comments
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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
- Oxfordshire
- Reviewing
- Airband
- Date
- 2023-03-01
- Comments
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Order was placed 14th Jan. After not hearing anything for two weeks I reached out and was told "Regarding your order, I have been informed by the Solutions Team that Pre-Install Ground Work needs to be carried out before we can get you connected, this has been allocated to an Engineer. As soon as I receive further information, I shall update you."
Since then, I have heard nothing - no calls, no emails, I have no idea if my order is ever going to happen and my service set up.
I have emailed every week - to three email addresses - since the 7th of Feb with no response. It's now March...
Avoid!
- Location
-
- Location
- Oxfordshire
- Reviewing
- Airband
- Date
- 2023-10-07
- Location
-
- Location
- paignton
- Reviewing
- Airband
- Date
- 2023-09-28
- Comments
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only just been fitted but so far seems very good and all your staff were excellent
- Location
-
- Location
- Paignton
- Reviewing
- Airband
- Date
- 2023-10-04
- Comments
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Thank you Jack for your dilligent hard work and expertise.
- 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
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- Location
- Plymouth
- Reviewing
- Airband
- Date
- 2021-04-05
- Comments
-
Promise the earth and deliver nothing. I'm writing this review using my mobile hot spot. The rudest customer service team you could ever encounter. The odd time you get through to a friendly person they are still equally ineffective at sorting anything. They will raise a ticket, so nothing and sometimes email to say it's fixed when in actual fact nothing has been rectified. They will take your money, that's the only thing they are good at.
- Location
-
- Location
- Rogers
- Reviewing
- Airband
- Date
- 2018-06-07
- Comments
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Excellent service after a two year battle with bt for a non existent service, it was nice to have knowledgeable staff and service to match.
- Location
-
- Location
- Ross on Wye
- Reviewing
- Airband
- Date
- 2022-07-08
- Comments
-
I work as an IT Consultant and had to
contact Airband Support to request a Static IP address. This is the fourth morning running attempting to speak with someone who even new what this was. Unbelievable / chaotic and shambolic. Avoid this company at all costs!!! PS don't ever expect anyone to call you back despite the promises.
- Location
-
- Location
- Rotherfield Greys
- Reviewing
- Airband
- Date
- 2023-08-30
- Comments
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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
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- 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
- Salop
- Reviewing
- Airband
- Date
- 2023-09-29
- Comments
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Good customer service and engineers who are willing to go the extra mile to get you back up and running when your broadband fails
Speeds are mainly constant 40Mb down with 10 Upload
- Location
-
- Location
- Sampford Courtenay
- Reviewing
- Airband
- Date
- 2019-06-02
- Comments
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Excellent service, at last a company that can compete against BT and 4G rip off companies.
- Location
-
- Location
- Shfinal
- Reviewing
- Airband
- Date
- 2019-08-05
- Comments
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Haven't had the internet installed yet, its taken 6 weeks to be told that they have made a mistake, I know everyone makes mistakes, but ive been in dire need of internet and I rang every two days to try get an update and for some reason people just didn't know what was happening. Just shocking really. I will be having the internet but something must be done.
- Location
-
- Location
- Shrewsbury
- Reviewing
- Airband
- Date
- 2022-04-12
- Comments
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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
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- Location
- Shrewsbury
- Reviewing
- Airband
- Date
- 2020-07-08
- Comments
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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
- Shrewsbury
- Reviewing
- Airband
- Date
- 2023-06-14
- Comments
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Superb service couple of hicups first thing but resovlded and compensated would definitely recommend
- Location
-
- Location
- Shrewsbury
- Reviewing
- Airband
- Date
- 2023-11-06
- Comments
-
Placed order weeks ago and still no date for getting service
- Location
-
- Location
- Shrewsbury
- Reviewing
- Airband
- Date
- 2021-09-11
- Comments
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After getting abysmal speeds from BT and no chance of anything improving, I was delighted to find Airband had installed a mast near me. They came out and fitted everything super quick so very happy with the service. Get an email if they are doing any work in the area so I know when my connection may be disrupted. Occasionally there are days when the connection isn't the best but overall I am very pleased with the service.
- Location
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- Location
- Shrewsbury
- Reviewing
- Airband
- Date
- 2022-03-16
- Comments
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Installed for one week.
Internet intermittent.
Wireless devices don't work
No support.
No communication.
Useless
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2023-02-15
- Comments
-
Be careful if you choose this ridiculously unprofessional service
1 Slow speeds at peak times
2. Non existent customer service
3. When making a formal complaint they don’t give you updates
4. If you get in touch with customer service and can’t get through which is the norm. they have a call-back system. They never get back to you.
5. They send you emails stating they have been in touch with you via landline. This isn’t true and I have the evidence they didn’t try to call me.
Other subscribers appear to be also annoyed by these tactics. I would advise you contact them via Twitter copying in Ofcom. Ofcom have responded to my observations and are interested in finding out more.
- Location
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- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2023-02-16
- Comments
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Utterly and completely useless, do not use these people unless you really have to. Shocking slow speeds, regular cut-offs and fobbed off for nearly a year. Turns out inadequate infrastructure was the cause which was eventually fixed late 22 when it should have been done at least a year earlier. Then our router failed and started cutting off more than 100 times per day. NO response from airband customer support despite over 25 calls and e-mails for help. We were calling daily and just being fobbed off every time. Escalations didn't do anything and no one EVER called back. You CANNOT speak to anyone who knows anything to fix a problem. After nearly a month of this I called into their office and managed to speak to a technician who diagnosed the faulty router within seconds and replaced it within minutes. All working OK now but absolutely no thanks to Airband "customer service". I cannot overstate how completely useless they are unless everything is working OK. DONT USE THEM UNLESS YOU HAVE NO OTHER CHOICE.
- Location
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- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2023-12-11
- Comments
-
Installation took a long time as they had to run new cables, however the engineers were very helpful and the speeds are good.
- Location
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- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2024-02-01
- Comments
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When the fibre service is good, it is very good, but more often than not, the network goes down. Airband run a monopoly in rural areas and don’t lift a finger for the first 5 days. 3rate service from a fourth rate business.
- Location
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- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2023-02-19
- Comments
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Appalling company, the install lads couldn't be bothered to put the receiver high enough up. Took weeks to get an internet connection.
I ended up putting the reciver high enough to get a reliable signal.
The worst thing about this company is there customer service it is non existent, weeks to get back to you, no weekend support amd when the do get back to you they are no help
AVOID AT ALL COSTS
- Location
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- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2019-11-06
- Comments
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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
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- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2020-03-27
- Comments
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We had airband installed yesterday and are getting excellent download speeds constantly well above 20mbps.
The service has been excellent from start to finish. Starting with George in the office who explained the service and processed our order. The engineers Ed and Jay who were excellent and explained the work they were going to undertake and carried it out efficiently, even in this very worrying times of Covid19. Well done all and thank you.
- Location
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- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2020-11-25
- Comments
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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
- Shropshire
- Reviewing
- Airband
- Date
- 2019-05-08
- Comments
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This is a very expensive option compared to wired alternatives but you don't get what you pay for. I am on their home worker package but it is not reliable enough to use for work - so I am still paying for an albeit slower ADSL link as backup. Customer service is appalling. They answer the phone but are terrible at letting you know what is wrong or when it will be fixed. Their SLA is frankly unacceptable (5 working days to a fix). And they appear technically incompetent. e.g line started dropping because an "engineer" had installed a separate service which overlapped the frequencies of mine causing it to continually drop. And they feel no compunction about taking the service down whenever they like for maintenance - little or no notice given usually.
Basically if you have any other options I would go for those first. Speed when it is running is OK but actual throughput seems variable so I suspect their back-haul is limited. It really pisses me off that our council has dropped millions of taxpayers money to this lot rather than into a long term solution like real fibre (FTTP not the FTTC scam).
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2020-12-03
- Comments
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Have been trying to have Broadband installed. The company is a complete and utter joke. Customer service is non existant.How ever slow your broad band is stick with it.
- Location
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- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2021-12-14
- Comments
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Very poor. Not noticed a great improvement in speed. WiFi is useless and when reported they said the speed is only guaranteed for wired connections, which is a bit of an issue if laptop doesn't have lan port. I left them once before too and they charged me a disconnection fee, which was ironic seeing as the connection was so poor. But joined again as options limited and they said much has improved, but not sure I would agree, perhaps have less outages now maybe.
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2023-10-02
- Comments
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Recent issue with no service was dealt with quickly and no fuss .. very impressive as we had an important event the following day
- 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
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- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2021-05-30
- Comments
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Sick and tired of Airband ! No internet again this morning, second time in a week. A month ago I was told I needed a new dish and that someone would be in touch. A few hours later the service was restored and a week later I was called by someone apologizing for not getting in touch. Billed incorrectly time and time again over the last 9 months. An absolute joke !
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2020-06-30
- Comments
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Installation happen in winter months and we had been delighted to have more then a dial up speed. Unfortunately in spring we had experience drop in speed and at times nothing at all. Just over a week ago we were left with nothing for over a week.
The problem we were told was due to the new growth of foliage on trees and the lack of engineers who apparently did not communicate to head office. However, after speaking to engineers they only express the pressure of installing new customers regardless of the location or in their option are going to have issues in the future.
Customer services is not consistent, there has been one person I would always ask for as he was honest and didn't palm me off. The team leader in tech is a joke. Managers do not get involved until you quote your rights.
I have been able to get out of my contact and have insisted and recieved a full refund on installation and the cost of the router.
A complaint has been raised and I await response.
I wish I had done my research as the reviews for this company only show that they lack in honestly and customer service is shocking!
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2022-06-07
- Comments
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Shambolic customer support. Been without internet for 15 days. Have phoned 5 times, emailed, had no call backs or replies. Problem is a faulty router, but they still haven't dispatched it to the courier. How difficult is this?
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.
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