225 Customer Reviews over 6 pages
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- Location
- Cheshire
- Reviewing
- Airband
- Date
- 2023-10-02
- Comments
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Airband:
From Network Build, Installation to Solutions, Airband have been outstanding.
The teams on the ground are the public face of the company and their professionalism, customer support and dedication to deliver the service is an example to the ‘Giants’ of the industry.
- Location
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- 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
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- Location
- Somerset
- Reviewing
- Airband
- Date
- 2023-09-30
- Comments
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Speedy when it works... but no internet connection at all common. Disappointing.
- Location
-
- Location
- Defford
- Reviewing
- Airband
- Date
- 2023-09-29
- Comments
-
Staff are extremely helpful and answered all my question without the need to refer to a.n.other.
Airband provides an excellent service.
- 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
- 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
-
- 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
- Reviewing
- Airband
- Date
- 2023-09-26
- Comments
-
Installed today and very pleased with workmanship and the connection. A vast improvement on my previous internet connection.
- Location
-
- Location
- West Devon
- Reviewing
- Airband
- Date
- 2023-09-26
- Comments
-
Strange how a communications company is so bad at communicating... The engineers are fantastic, knowledgeable and very helpful. The office system is poor, no information about dates for instal or even whether it was possible to connect us. Despite chasing information by phone and a promised call back - nothing. Then an engineer turns up one day to run cables and install. Still heard nothing about our VOIP but the engineer reckons an adaptor will arrive in the post someday soon. Great router, great connection, very poor communication.
- Location
-
- Location
- Hidden Valley Caravan Park
- Reviewing
- Airband
- Date
- 2023-09-26
- Comments
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I have had no problems with Airband, When I have had to phone them will a broadband issue they have always been very helpful and polite.
I am very happy with their service.
- Location
-
- Location
- Goostrey, Crewe
- Reviewing
- Airband
- Date
- 2023-09-26
- Comments
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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
- Lower Withington
- Reviewing
- Airband
- Date
- 2023-09-25
- Comments
-
Wonderful service, great team of engineers. Everything done when said it would be.
- 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
- 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
- Swindon
- Reviewing
- Airband
- Date
- 2023-09-07
- Comments
-
Honestly, this company is a disaster. The broadband speeds are fine, I do find they drop out sometimes but it is faster than our previous provider. The Customer service is practically non-existent and they don't follow through with the promises they make to get you to sign up. Avoid at all costs. All they want is the government grant they get for installing fibre to your home.
- Location
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- 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
-
- Location
- Devon
- Reviewing
- Airband
- Date
- 2023-08-25
- Comments
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UPDATE: I'm downgrading them to 1 star. Over two weeks ago got a phone call from a sales person who enthusiastically set up a direct debit for me because they were ready to connect us to the network and promised someone would be in touch to sort it out. Nearly three weeks later nothing happened and when I called Airband today I was told "this is just sales", someone is supposed to call me tomorrow to check if they can even connect us. They are completely useless and incompetent. Should get zero stars or start hiring sales people who know what's going on before they speak with customers.
We bought a house in rural Devon and before making an offer called Airband to check when they were going to connect the house to the broadband network they were apparently building. Since then, we have been told by Airband that we will be connected in Sept 22, late 22, early 23, April 23, mid 23, and mid 24… sometimes two different people call us the same week to give us two different dates. Clearly they haven’t got a clue what’s going on, but their marketing people are keen to sign you up. It would be good to have the product or at least to know when it is going to be available before calling people. I’m giving them two stars because at least you can talk to someone every time you call them, even if they cannot help you in any way.
- Location
-
- Location
- Albrighton
- Reviewing
- Airband
- Date
- 2023-08-13
- Comments
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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
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- Location
- Devon
- Reviewing
- Airband
- Date
- 2023-08-07
- Comments
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Speeds when it's working are decent enough but I'm constantly dropping out. Sometimes for a few minutes, sometimes for a day. This has happened upwards of 10 times now and we've only had it for a few months.
I work from home and it's stopping me from doing my job and in the evening it's stopping me from doing anything online.
Avoid this company at all costs, total trash.
- Location
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- Location
- Devon
- Reviewing
- Airband
- Date
- 2023-07-24
- Comments
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As with many other reviews, when it works it's fine. That's just a rarity. You can forget about customer service, they'll open a support ticket and close it again, sometimes with no further contact. Despite over 40 support tickets in a year of being a customer the reliability hasn't improved whatsoever. There's no way of contacting anyone with seniority. They also frequently fall short of their service level agreement - only go with them if there's no other option.
- 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
- Devon
- Reviewing
- Airband
- Date
- 2023-06-26
- Comments
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Intermittent service,extremely slow speeds, it was much better when we first moved to airband. Currently have an outstanding fault for over a week with no feedback from airband on what the problem is and how long it will take to fix
- 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
- 2023-06-23
- Comments
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Complained about installation over a year ago and just automated replies, totally hopeless
- 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
- 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
- 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
- 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
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- Location
- Swindon
- Reviewing
- Airband
- Date
- 2023-04-12
- Comments
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We have been without broadband for six days now and I can get no-one at Airband to answer calls or reply to emails, the customer service appears to be non-existent. At the moment they are the only FTTP supplier in our area but based on this experience as soon as it opens up to other companies we will consider changing as we are not happy with this treatment by Airband.
- Location
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- Location
- devon
- Reviewing
- Airband
- Date
- 2023-04-01
- Comments
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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
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- Location
- Bideford
- Reviewing
- Airband
- Date
- 2023-03-26
- Comments
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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
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- Location
- Worcestershire
- Reviewing
- Airband
- Date
- 2023-03-25
- Comments
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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
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- 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
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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
- 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
- 2023-02-15
- Comments
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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
- Devon
- Reviewing
- Airband
- Date
- 2023-02-13
- Comments
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Airband are such a shower that i would not recommend them to my worst enemy.
Sadly, CDS seem to practically have shares in them, making them the only game in town.
WHEN it’s working properly, the speed of our wireless link actually isn’t bad – Sadly, it’s reliability leaves a lot to be desired, and their sorry-excuse for customer service even more so.
I’ve honestly never encountered anything quite like it before – Whenever there’s a major issue, they simply outright turn their phonelines off!
Likewise, their claims of 24/7 are simply untrue. What it is in reality is 9-5 with on-call cover.
The person on call isn’t actually in a position to help you. Sadly, their daytime support isn’t actually all that much better either – You typically just get told “someone will have to call you back” – They never do.
I have now had an issue open for over a month with them. Despite repeated calls, emails & shaming them on social media – I've yet to receive a substantiative reply / acknowledgement of the issue - Much less a resolution!
If you have ANY viable alternative options, I’d strongly encourage you to pursue it instead, for the sake of your sanity!
- Location
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- Location
- Without air and we’d be stuffed
- Reviewing
- Airband
- Date
- 2023-02-11
- Comments
-
BT stuffed us and didn’t bother to bring broadband to us. Thank goodness airband finally agreed to supply to us. Ok there’s the odd time it doesn’t work but we rely on it for wi fi mobile and Sky Glass. If you live in the middle nowhere then beggars can’t be choosers. Thanks airband.
- 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
- 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
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