225 Customer Reviews over 6 pages
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- Location
- Staffordshire
- Reviewing
- Airband
- Date
- 2023-05-03
- Comments
-
Echo what many have said on here. Non existent customer service, ive never known anything like it. They haven’t answered the phone in months, they don’t reply to emails and they don’t action any of what they say in tweets. We have had the same unresolved technical issue since august 2022. If you have no other option (as we didn’t), then they are better than nothing but avoid at all costs if possible.
- Location
-
- Location
- West Somerset
- Reviewing
- Airband
- Date
- 2020-07-17
- Comments
-
When the radio broadband works its fine, but have any issues after an installation and boy are you in trouble. Support is dire.. If there is a fault tkt raised it gets closed often before the fault is fixed and you are never told if the issue has been sorted or what it is, or what airband are doing about it.
If you try and escalate a fault it is very difficult for you to hear anything about it, sometimes tickets just sit open for a week and then are closed..
If cable was available I would switch immediately, but they know they have you over a barrel if you live in a remote ( or not so remote) rural location.
Ofcom really should investigate this company for its poor support team or ability to fix issues or communicate with the customer.
- Location
-
- Location
- devon
- Reviewing
- Airband
- Date
- 2020-12-03
- Comments
-
We had been with wild west, then onto airband for 4+ years. On the whole quite pleased with speed and reliability compared to our old BT service. That was until service was cut off to our village with no warning. Thought the system was just down but after 24 hours rang to be told to get our broadband from somewhere else! Switched back to BT now and the speed seems as good as airband but we had over 2 weeks without internet because we and the others in the village were 'hung out to dry' NOT IMPRESSED
- Location
-
- Location
- Brown
- Reviewing
- Airband
- Date
- 2023-12-20
- Comments
-
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
- Welland, Malvern, Worcestershire
- Reviewing
- Airband
- Date
- 2021-01-05
- Comments
-
Almost a year ago Airband told us to 'expect to see [their] vans and teams out and about'. After months of delays and excuses they advised in June we could expect an ultra fast connection by the end of the month. Then silence until mid-October, when we were informed 'Once the network has been audited we will then be commencing home instals'. On 11th November "We have begun installations in Welland...we aim to get most of them complete this month". On 17th December Airband told us to expect a visit from their engineers the next day, which indeed happened, only to report they were unable to trace the route of the underground pipe carrying the BT line up to our house, into which the fibre optic cable was to be inserted. So we arranged for this to be excavated, thinking there must be a bend or blockage, only to reveal it was straight and undamaged. After two more visits, on 23rd December Airband's team finally were able to make the connection and demonstrated it was capable of delivering circa 250 Mbps - spectacular! Our euphoria didn't last long, as the next day the top speed we were getting was 40 Mbps. Our contracted speed is 150 Mbps. Then it dropped out completely and I spent a day trying to reconnect, via their supplied router that may or may not have been the cause of the trouble. In any case it is a discontinued model, and as another of your correspondents has said, their routers are 'dreadful'. I wanted to view connected devices but didn't know what user name was needed, so raised a support ticket asking for details. The reply was "Unfortunately router access is difficult on a fibre connection" for reasons that were not given. I am still awaiting clarification. Meanwhile, 5 days later, I continue to be without a high speed connection, having had to reinstall my old router and connect it to the BT broadband service that fortunately I have not yet cancelled, Airband's last message being a stereotyped "We're still working on it". Draw your own conclusions!
- Location
-
- Location
- Rotherfield Greys
- Reviewing
- Airband
- Date
- 2023-08-30
- Comments
-
Have been waiting 3 months for engineer to visit to say if it’s possible to connect me, two houses next door have been connected for over a year! Numerous phone calls and all I get is I’ll raise it with my supervisor. Finally gave up and cancelled
- Location
-
- Location
- Wem Shrewsbury
- Reviewing
- Airband
- Date
- 2021-12-14
- Comments
-
Very poor reception takes ages to load programs, always breaking down!!! your always updating the system but it never helps… feeling very let down by your aero
- 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
- 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
- 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
- Swindon
- Reviewing
- Airband
- Date
- 2023-04-12
- Comments
-
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
-
- 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
- Tenbury Wells
- Reviewing
- Airband
- Date
- 2022-01-23
- Comments
-
Lovely people but terrible service. I lose connection regularly and although paying for super fast broadband I routinely see speeds of 2-4Mbps
Really poor!
- Location
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2019-05-08
- Comments
-
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
- North Devon
- Reviewing
- Airband
- Date
- 2020-02-22
- Comments
-
When we have connection, the speed is good. However. The service itself is dodgy at best. For the 3 months we have been with Airband, we have had issues every week with the connection dropping. Their advice is that a router reboot fixes these issues but it doesn’t always, and even when it does, it can take 10 minutes for the connection to re-establish after the reboot which is unacceptable if you’re trying to use the connection for working from home. Their technical support have demonstrated they don’t really know what they’re doing. They apply “fixes” and fine tune our router when the connection is stable, which then makes the connection drop - but they give no warning and they do not check if it’s convenient for us to lose the connection for an hour! They also close support tickets when the issue is not fixed and do not contact us to check if we’re happy with their fixes, not even when they specifically promised to do so.
They also seem to be incapable of setting up payments correctly and constantly threaten us with fees and limiting our service (which is a joke as our service is painfully limited already) unless payment is “received immediately” (we have a direct debit set up which they haven’t taken money out of once yet!!!)
- Location
-
- Location
- 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
- 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
-
- Location
- Calverhall, WHITCHURCH
- Reviewing
- Airband
- Date
- 2020-12-13
- Comments
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The more people who subscribe to this provider, the worst it gets. I have been with them for over a year. They do not provide a consistent broadband speed. As I type this my internet has ‘ dropped-out’ twice. I rang their support which appears to be in South Africa, out of hours. I do have knowledge of the service they provide, technically at times of high usage the system beamed to our locality cannot cope. It’s getting worse. I have raised it with Ofcom in the past and they asked me to monitor the speed. I think it may be a good idea to set up a monitoring group. As the speed problems an the companies claiims of profiting fast internet connections is not true all of the time
- Location
-
- Location
- Tiverton
- Reviewing
- Airband
- Date
- 2022-08-14
- Comments
-
I have nothing good to say about air band . They have ripped me off from the start. I eould not recommend them at all . Service is off and on and customer service is nonexistent if your out of hours . They advertise that they are cheep but they are very expensive and you get a proper shock with your first bill . Steer clear .
- 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
- 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
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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
-
- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2023-02-19
- Comments
-
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
-
- Location
- Ellesmere
- Reviewing
- Airband
- Date
- 2020-06-16
- Comments
-
Customer service has been both good and apalling. Mostly poor. The broadband is shocking - service drops out several times a day and speeds have dropped at times to less than 1mbps. Seem incapable of rectifying the issues. Contract up within the month and can't wait to move on.
- Location
-
- 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
-
- Location
- North Shropshire
- Reviewing
- Airband
- Date
- 2019-12-15
- Comments
-
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
- Tedstone Wafre
- Reviewing
- Airband
- Date
- 2020-04-02
- Comments
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Dreadful- customer services and engineers have always been pleasant.
Speeds constantly drop out.
pay £47 per month for 100mbps (never get), have just done a test and am currently getting 7 "KBPS".
Constantly drops speeds.
- Location
-
- 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
-
- 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
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- Location
- Shropshire
- Reviewing
- Airband
- Date
- 2021-05-30
- Comments
-
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
- Exeter
- Reviewing
- Airband
- Date
- 2022-12-27
- Comments
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No internet for 3 weeks now. Including all over Christmas, which has been so disappointing for my children who got games they haven’t been able to play for Xmas & have run out of mobile data on their phones so couldn’t message friends and family merry Xmas.
We are paying more for extra mobile phone data & wasting a sky & Netflix subscription as we can’t watch anything.
I’ve called and emailed so many times. Always get told they’ll call you back but no one ever does. Three weeks! I don’t even know what else to do now. That many calls and emails logged and an official complaint, and still no one gets back to you.
DONT GO NEAR THEM. Terrible terrible customer service.
- 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
- 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
-
- Location
- Cheltenham
- Reviewing
- Airband
- Date
- 2023-11-07
- Comments
-
What a poor company. Hides behind emails and shocking customer service. Be warned they wont tell you your in a contract but you will be. Its been a long time since of come across a company that is happy to stitch up paying customers. But they still exist and this is one of them companies. Avoid at all costs.
- Location
-
- Location
- Devon
- Reviewing
- Airband
- Date
- 2022-07-04
- Comments
-
Please can I give nil stars? Very disappointed. Frequently crashes. Messages saying "DNS Server cannot be reached" and "No Broadband Connection". Have tried email and phone contact with Airband but received no practical help. I've decided to ditch the hassle and cancel whilst still within the 30 day cooling off period.
- Location
-
- Location
- Devon
- Reviewing
- Airband
- Date
- 2023-02-13
- Comments
-
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
-
- Location
- West Somerset
- Reviewing
- Airband
- Date
- 2021-03-16
- Comments
-
Extremely unreliable, most of the time our speeds are around 15Mbps when we pay for 40 Mbps. Speed only as per contract first light in morning, by the evening we are lucky if it gets to 10Mbps. Connection impacted by rain, even a little drizzle of light rain and the speed collapses to the same as BT land lines can offer (5 Mbps).. Their support is awful, you open ticket after ticket but no one answers apart we are "working on it" or its still open, but nothing seems to get fixed or better.
If we could switch we would instantly but Airband have the monopoly in our area where BT will not provide a service.. God help West Somerset now that the Government setup of "Connecting Devon and Somerset" have made Airband the supplier in the rest of our area.
- Location
-
- Location
- Crew Green powys
- Reviewing
- Airband
- Date
- 2021-05-14
- Comments
-
Have been with airband for over 5yrs and have had nothing but problems, slow speed or no speed , seems to improve when you eventually get to speak to someone but never lasts, tried upgrading and all that did was to cost us more money , can't wait for a better service in our area, my mobile works better than there service
- Location
-
- Location
- Worcestershire
- Reviewing
- Airband
- Date
- 2023-03-25
- Comments
-
Terrible company to be honest, slow support and never totally resolve issues. I’m just really glad I’m at the end of my contract term, as I will soon be moving to a better service. Also I have made attempts in the last to increase my service package effectively upgrading my service and even that was ignored. So I’m afraid AirBand while their mission I support I don’t support them as a sole company as they are terrible at what they do. Very disappointed customer!
- Location
-
- Location
- Totnes Devon
- Reviewing
- Airband
- Date
- 2021-04-25
- Comments
-
What can i say, really bad. if you can avoid this company please do. I was with them for about 4 years(only provider in the area), finally a better option is here.. The speeds were unreliable as was the product, breaking down when it rained, was windy ,the sun shone, snowed or was just a normal day.
Not worth the money.
- Location
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