225 Customer Reviews over 6 pages
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- Location
- Tiverton, Devon
- Reviewing
- Airband
- Date
- 2023-10-10
- Comments
-
The Engineer was first rate he turned up on time looked around the house to find a way to install the broadband as my property has the living room at the back of the property and its not easy to get wiring done as it involves going in the loft and dropping through upstairs to the downstairs living room a very awkward job going through two ceilings to get it done. The guy that did my install was called Ryan he was very polite and professional a really nice guy. I finally have full fibre and I'm over the moon with it. I researched Airband and being a new company they are a little bit hard to get hold of sometimes on the phone which is fine by me. Every company has teething issues in the early days that's to be expected. My experience so far has been very positive no complaints whatsoever. My broadband is super quick and seems reliable. Again I have contracts for mobile phones and other things from the big networks and they aren't much better when it comes to getting through quickly. I think Airband will do very well in the future it just takes time. Ryan from Airband in Tiverton was first class I hope his superiors appreciate his attitude and work ethic. Thanks Ryan.
- Location
-
- Location
- Wears Giffard
- Reviewing
- Airband
- Date
- 2022-07-27
- Location
-
- Location
- WEMBWORTHY
- Reviewing
- Airband
- Date
- 2019-02-11
- Comments
-
well our broadband connection has been quite good really but of late we seem to be having a issue again with losing connection , but after speaking to a very nice man called Matt he has sorted the issue , long may it last thank you Matt.
- Location
-
- Location
- Worcester
- Reviewing
- Airband
- Date
- 2023-01-05
- Comments
-
Where to start? Took up Airband's wireless broadband service as promised much faster download and importantly (for us at least) upload speeds than our BT landline. Best to describe Airband's wireless broadband as a fair-weather system, quite literally. Heavy rain, fog or mist would see the near failure of any internet connection. Couple with regular "outages" and slow speeds in general the service was neither quick or dependable. During December 2022 we experienced regular bouts of lack of service with multiple online "service tickets" raised. Not sure whether anything was done or just that the network sprang back to life coincidentally. 19/12/2022 through to 05/01/23 we lost internet connection completely. Despite leaving "service tickets" and answerphone messages there was no response until 05/01/2023 where upon we cancelled our contract and requested removal of their equipment from our property.
In addition we were aware a week ago that our neighbours were experiencing the same problem and that an Airband engineer visited them to update the firmware of their broadband routers as by all accounts an update of their servers in December had meant that installed routers were no longer compliant. It would seem that our own complaints due to lack of service had not made it onto the engineers visit list, or indeed some kind of realisation on Airband's part as to which customers had incompatible routers after their server upgrade.
Our only good fortune is that during our period with Airband was that we retained our BT broadband connection as we were uncertain about Airband and required a dependable back up (even a slow one). Our caution was duly rewarded even at a cost of having to pay for two broadband connections.
- Location
-
- Location
- North devon
- Reviewing
- Airband
- Date
- 2023-01-11
- Comments
-
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
-
- Location
- Woolsery
- Reviewing
- Airband
- Date
- 2023-10-01
- Comments
-
Had fibre fitted a week ago all all working Good, I'm getting just under 600mb through ether cable
- Location
-
- Location
- Telford
- Reviewing
- Airband
- Date
- 2019-07-08
- Comments
-
Service from the installation engineer Jaco was first class. Only been installed for an hour, but so far, so good.
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2022-06-07
- Comments
-
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
-
- Location
- Plymouth
- Reviewing
- Airband
- Date
- 2021-04-05
- Comments
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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
- Chesterton
- Reviewing
- Airband
- Date
- 2021-11-08
- Comments
-
Great product when its working.
Customer service is a total sham when its not
- Location
-
- Location
- Goostrey, Crewe
- Reviewing
- Airband
- Date
- 2023-09-26
- Comments
-
Impressed so far. Customer service and installation was first class and we are getting the contacted speed. Not seen a big difference in the usage experience now that we have 5x the download speed but maybe that's more to do with using WiFi and what we use the connection for.
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2023-02-16
- Comments
-
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
-
- Location
- Rogers
- Reviewing
- Airband
- Date
- 2018-06-07
- Comments
-
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
- Sampford Courtenay
- Reviewing
- Airband
- Date
- 2019-06-02
- Comments
-
Excellent service, at last a company that can compete against BT and 4G rip off companies.
- Location
-
- Location
- Bromyard
- Reviewing
- Airband
- Date
- 2021-01-06
- Location
-
- Location
- holsworthy
- Reviewing
- Airband
- Date
- 2022-12-11
- Comments
-
Very slow to non existent broadband after promised 40 mbps
Now 8 days after complaint no action
No contact from customer support
No internet at all tonight, out of hours service just cuts line
Internet customer care stops creation of new complaint
Truly dreadful customer experience
I switched from BT because of bad speed and customer experience, they don’t seem so bad now
So just coming up to two weeks after my complaint and I çant watch streaming tonight 11/12 2022 I can't do a speed test as speed is too low to load speed test. I still have had no other communication other a couple of what are basically fob off messages of we are working on your problem.
I hope anyone considering using air band will take careful note of this account of theinteraction or lack of with this company
- Location
-
- Location
- Albrighton
- Reviewing
- Airband
- Date
- 2023-08-13
- Comments
-
Yet more drama with Airband here in Shropshire.
So this is day three of complete disconnection, with an issue in my post code and some others. Text messages arrive each morning advising that the connection should be back up by 14 Aug - tomorrow. I first knew about this on Friday by a cheery text that explained by connection would not be restored until at least Monday. Great - a whole weekend offline.
That will total four whole days of complete disconnection.
These issues aren't rare - they're fairly frequent - a quick look at my text messages from Airband shows I was disconnected:
7th Feb, '23
22nd May, '23
10th June, '23
While these outages lasted a few hours, this current one is lasting four whole days - minimum.
Living in a complete 3G/4G/5G black spot, phones don't get signal, so tethering is useless. I have today gone out and spent £200 on an outdoor router that's giving us 2 bars of 4G connectivity inside the house so we have at least some connectivity - critical for us as we run an online business and have work to do at every hour.
Moving to Sky Stream (without the dish) seems like a bad idea now. Nothiing works as everything here uses the internet - Alexa, cameras, Sky, mobile calling, the driveway gate, the front door.
Airband is our only designated (by 'Connecting Shropshire - the council-run scheme to connect all properties to super-fast internet) option. Connecting Shropshire contracted Airband to supply remote properties with high-speed internet when BT/Openreach says it's unaffordable to upgrade.
We have fibre-to-the-premises (FTTP) so it comes in via telegraph cable - not radio receivers like I imagine most customers have. Is this the problem?
The thing with Airband is - they do not have the nationwide 24/7 support operation that all other landline-based broadband providers do (from Openreach). So - if when your connection goes off over the weekend, forget getting any support. Their 'out of hours' (a ridiculous concept as connectivity is not only a 9-5, Mon-Fri requirement) line is never answered, so you are completely lost as to what's gone wrong and what's being done to fix things).
When Airband works, its great - consistent speeds as advertised. But continuity and consistency of service is more important and being cut-off for days shows the operation up for what it is - ambitious but massively overstretched, technically inadequate and not backed-up by a resilient customer care or technical operation.
The business park where by biz is based has installed Airband and while the speeds are better than BT, I wouldn't dream of moving as this current outage affects that post code too - can you imagine being without internet at your business premises - having to shut up the operation and lose money as a result? No way.
If only Airband could improve its consistency and resilience, it would be excellent. But right now, it's full of promise and well short on delivery - and that inconsistency, frustration, frequent outages and zero 'out of hours' customer care - plus the cost of having to install a backup - makes Airband a 1 out of 5 in my opinion.
Buyer be very aware! We don't have kids, but I can imagine the added turmoil of keeping them entertained during a rainy summer holiday weekend if we did!
And... if you need Airband for business, look elsewhere - as the droppy service will cause you to lose money, customers, reputation.
- Location
-
- Location
- WORCESTER
- Reviewing
- Airband
- Date
- 2023-10-04
- Comments
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Excellent service. Engineer was on time and completed his work with efficiency
- Location
-
- Location
- Towyn
- Reviewing
- Airband
- Date
- 2023-10-12
- Comments
-
Great service provider.
- Location
-
- Location
- Craven Arms
- Reviewing
- Airband
- Date
- 2021-12-25
- Comments
-
No problems, except recent exceptional gales did cause a loss of connection for most off the day.
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2023-10-02
- Comments
-
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
- North Devon
- Reviewing
- Airband
- Date
- 2021-01-27
- Comments
-
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
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2020-12-03
- Comments
-
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
-
- 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
- Exmoor
- Reviewing
- Airband
- Date
- 2022-03-01
- Comments
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we've been with Airband on their radio based service for several years. It's always been unreliable when the weather is bad and we have always had to have a landline for back-up purposes. At the moment we haven't had any broadband for 11 days and they won't even give an estimate on when it will be back.
- Location
-
- Location
- Tavistock
- Reviewing
- Airband
- Date
- 2020-09-04
- Comments
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A highly erratic first year, finally becoming more stable but past months unreliable again. Customer service was good but no longer, now mimicking BT. System has gone unreliable again supposedly 'down to an upgrade'. Ha Ha. Unable to get replies from their support team leader. Airband seem to be relying on being the only provider.
- Location
-
- Location
- Brown
- Reviewing
- Airband
- Date
- 2023-12-20
- Comments
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I had broadband installed last week but the network connection went down on Monday. Spent an hour trying get through to support and they sent someone out the same day to fault find. Had to ring up again yesterday to find out what’s happening and was told a cable was missing?????? They also said that they would try and get it working by the weekend. Not impressed!
- Location
-
- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-10-23
- Comments
-
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
-
- Location
- Ash Magna, Whitchurch
- Reviewing
- Airband
- Date
- 2021-12-16
- Comments
-
One branch took out my broadband for nearly two weeks cutting me off from my work ...
- Location
-
- Location
- Shrewsbury
- Reviewing
- Airband
- Date
- 2023-06-14
- Comments
-
Superb service couple of hicups first thing but resovlded and compensated would definitely recommend
- Location
-
- Location
- Shrewsbury
- Reviewing
- Airband
- Date
- 2022-03-16
- Comments
-
Installed for one week.
Internet intermittent.
Wireless devices don't work
No support.
No communication.
Useless
- Location
-
- Location
- Welland
- Reviewing
- Airband
- Date
- 2021-12-14
- Comments
-
Excellent service, comms, reliability and speed for their FTTP product. Support is from South Africa it appears but very responsive and competent.
- Location
-
- Location
- Broseley
- Reviewing
- Airband
- Date
- 2021-12-08
- Comments
-
Very good service from engineer, polite and courteous, tidied up and was efficient .
- Location
-
- Location
- North Shropshire
- Reviewing
- Airband
- Date
- 2020-12-21
- Comments
-
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
-
- Location
- Herefordshire
- Reviewing
- Airband
- Date
- 2022-11-08
- Comments
-
I was so optimistic when joining AirBand but we have found the service to be exceptionally unreliable. Weekly outages and issues with their DNS server means we just can not rely on our broadband anymore. While I think AirBand have good intentions I thinkt hey have grown to fast and are not able to reliably provide a service.
I would avoid them for at least 24 months from this review to see if they find their feet.
- Location
-
- Location
- Welshpool
- Reviewing
- Airband
- Date
- 2018-07-12
- Comments
-
New to Airband... miss communication, poor communication & shocking customer service! Not interested in how things have gone wrong or how to put them right... unable to put themselves in the customers shoes, simply not interested. Given cooling off period to pull out as an option instead of any resolution.
- Location
-
- Location
- Eckington
- Reviewing
- Airband
- Date
- 2023-12-13
- Comments
-
Initially a bit of a rocky start with significant packet loss causing it to be unstable.
However, having contacted the customer service, they were prompt in responding and actioning the next steps to fixing it, as this appeared to be a routing issue. After a couple of 'fixes', I am now wholly satisfied with the 100% uptime and full speeds that I am getting.
Only one small minor improvement would be a small update from the team when they say they've 'fixed' it, would be to say in broad terms what they fixed, as this might help identify further issues.
- Location
-
- Location
- North Devon
- Reviewing
- Airband
- Date
- 2022-06-18
- Comments
-
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
- Barnstaple
- Reviewing
- Airband
- Date
- 2018-09-21
- Comments
-
So long copper broadband, you will not be missed. Hats off to Airband. We we were in a marginal location for reliable connection but they surveyed several times and were willing to connect even though we were not in brilliant location (so risk we would cancel...). So glad they did. even with recent storms we achieved 18mb. Yes its slower than 30mb but this is still 6x what the openreach / plusnet could supply. Most times we are at / close to 30mb. We are happy, but if you live in the country you have to accept extremes of weather impact - whether its 5 days lock-in due to snow drifts or a few hours of slower broadband becuse of extreme weather. We tried satellite broadband and this is way better - latency so bad the speed test was no better than copper broadband. And even moderate rain knocked it out. I have Zen broadband in London on 50mbps service, no complaints, but latency is higher and Airband at 30mbs seems faster when internet browsing. Dont forget upload speeds, never seen them less than 2mbs.
- Location
-
- Location
- Henley-on-Thames
- Reviewing
- Airband
- Date
- 2024-01-04
- Comments
-
No connection for nearly 48 hours and no proper update. Utterly useless and devastating if running a business.
- 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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