225 Customer Reviews over 6 pages
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- Location
- Bromyard
- Reviewing
- Airband
- Date
- 2021-01-06
- Location
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- Location
- Welland, Malvern, Worcestershire
- Reviewing
- Airband
- Date
- 2021-01-05
- Comments
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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
- North Shropshire
- Reviewing
- Airband
- Date
- 2020-12-21
- Comments
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There have been some excellent and helpful staff and engineers. However, like all the other reviews the reliability is awful. The communication is dreadful and in any other area I would say that this service is not fit for purpose. Their contact and access to engineers is dire. You rarely get called back. With the exception of two staff members. Their routers are dreadful. This company needs to be investigated. I am sick and tired of sitting here listening to their platitudes and mission statements. I will be following up these issues with OFCOM and the current digital minister.
- Location
-
- Location
- Calverhall
- Reviewing
- Airband
- Date
- 2020-12-19
- Comments
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This company now is getting a bit like a sick joke, they don’t appear to have a conscience about their lack of service they provide. There must be some issues with trade descriptions too. The reason I type this review is to ward people off from this tin-can provider. I am receiving right now and have been all day speeds slower than1.5 Mbps. To a lay person this is tortoise speed Airbands strap line is ‘High Speed Internet’ which especially today, to me, is farcical. I contacted their out of hours service in South Africa. I was advised that the problem will be dealt with soon. II got a standard email stating’ we are on to it! I have heard nothing else since. A load of hot air if you ask me. It is obviously infuriating. Please tell all about this company. They do not provide a consistent and satisfactory service
- Location
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- Location
- Whixall
- Reviewing
- Airband
- Date
- 2020-12-17
- Comments
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Shocking service for the past 12 months, real reliability issues.They started off well then have put too many people on a restricted band width, paying the highest tariff with poor quality internet. They just dont deliver on their promise. They should read these reviews and start caring about their service and clients. They never reply to emails ( Other than auto response ) Come on guys step up to the plate.
- Location
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- 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
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- Location
- devon
- Reviewing
- Airband
- Date
- 2020-12-03
- Comments
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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
- 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
- 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
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-10-23
- Comments
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Avoid like the plague. All the other reviews sum it up. Can’t watch a film or catch up without it dropping out. It didn’t work at all for 3 months but at least they refunded me for that period. Speed is great off peak (although the radio keeps dropping out today) but drops to nothing in peak times. They have clearly taken on too many customers and now can’t supply the bandwidth. I’m cancelling as they can’t fulfill their contract. Customer service is non existent. How can a company like this exist? I wonder if they are getting any government funding - if so hopefully somebody is checking up on what’s going on. I suggest it’s very close to being fraudulent or a scam.
- Location
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- Location
- Tenbury Wells
- Reviewing
- Airband
- Date
- 2020-10-21
- Comments
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Am trapped with them as they somehow have a monopoly - no other provider can offer coverage where I am. Is an awful service. Lose connection entirely for at least 5 days a month every month and speeds only just reach 9mbps even on the best of days. No compensation offered. Have been trying to raise problem with their complaints department for THREE YEARS now. They never reply. Most staff on phones are rude, engineers pleasant but ineffective on visits. I will probably have to move house to resolve this as they are not going to
- Location
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- Location
- BRIDGNORTH
- Reviewing
- Airband
- Date
- 2020-09-22
- Comments
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I went to airband with great hope as there is line of site to the mast, which I was told had very few drawing from it. However I am now at the end of my 1st month and it has been absolutely awful. Internet has been sporadic at best occasional top 30Mbs but then cutting off completely. I have had the last 3 days at less than 8Mbs. You will wait 20 mins for a service person to answer the phone and I have yet to have an answer to an email. I thankfully did not cancel my Sky broadband otherwise my work would have really suffered. Just don't bother.
- Location
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- Location
- Devon
- Reviewing
- Airband
- Date
- 2020-09-21
- Comments
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We are currently supplied by airband and are having issues accessing one of our main school pages where we log all pupil information. This has been on going for over a week now. We have phoned several times only to be hung up on after waiting for over 40 minutes on hold, we have had no response or even and acknowledgement to emails sent and the issues is still on going. This is extremely poor customer service and we are currently not receiving the service promised and which we are paying for. The matter will be escalated if we do not receive a response and the issue resolved over the next few days. Redmond Peel sort it out!
- Location
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- 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
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- Location
- Ludlow
- Reviewing
- Airband
- Date
- 2020-08-27
- Comments
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Speed is good but unreliable, although it doesn't often drop out, the speed is rarely what we've been told to expect. Customer service is alright once you make it through the telephone system, however in our experience this has taken 30 minutes of hold music on average. We have also had support tickets ignored twice, resulting in no call back from airband. This has left us very disappointed with their communication services. Installation was quick and efficient, no problems there.
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-08-17
- Comments
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I was originally with WildWestNet, which was taken over by Airband two years or so ago (BT broadband was diabolical).
Subsequently, after a wavering start with intermittent service (which Airband put down to ageing equipment used by WWNet, of course), and a move to a new mast, speeds improved dramatically. When the system is working properly, I'm getting downloads of 40-50, uploads averaging 8, with a ping rate consistently between 50-60, all of which is great.
However, when the service is down, or not up to standard, the response from Customer Service is VERY poor - and if there's a problem over a weekend, any related calls to Airband are redirected to someone in South Africa..!!
If I had a viable alternative, I would switch to another supplier, but unfortunately, as another person has already commented, they have us over a barrel, as apart from via a copper telephone wire stretching 4 miles from the local exchange, there isn't any alternative..! To add insult to injury, they're putting the price up next year by 20%....
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-07-27
- Comments
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After the promises made when contacting AirBand to have the system fitted, nothing could have been more disappointing. I am a Key Worker with the NHS working from home and all had been going well whilst we had our other supplied. But AirBand did not work consistently from the time we took it on. Between the band Upload/Download speeds, completely opposite to what was promised, and it dropping out altogether it has been a bad experience. I called today as we had no Wi-Fi at all and was told I needed to find someone who understood laptop settings. I explained I had been using my laptop with no problems and if it was the system it was no use to me. So they have just turned the system off at their end. What kind of service is that? I am completely stranded with no internet at all.
They are rude and shameless to say the very least.
- Location
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- Location
- West Somerset
- Reviewing
- Airband
- Date
- 2020-07-17
- Comments
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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
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-07-09
- Location
-
- Location
- Holsworthy Devon
- Reviewing
- Airband
- Date
- 2020-07-08
- Comments
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Ok.... so we are by no means up and running yet. Just signed up to Airband so unable to comment on the speed or reliability. However, If the service is as good as the great help given by Jack (airband advisor) hopefully we are on to a winner! Thank you Jack for your informative professionalism and help. Looking forward to Airband as our new provider
- Location
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- Location
- 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
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- Location
- Bromyard
- Reviewing
- Airband
- Date
- 2020-07-06
- Location
-
- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-06-30
- Comments
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I think that I was a bit hasty in my previous review. The service went down on a Sunday evening and was restored the next day. However, when I tried to contact support I was told that they were experiencing high call volumes and only hold if I had no internet. I was then cut off. Even emailed a director, but he has not had the courtesy to respond. This is potentially a good service and much needed here but poor responsiveness and fluctuating speeds let it down.
- Location
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- Location
- 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
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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
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- Location
- Tavistock
- Reviewing
- Airband
- Date
- 2020-06-19
- Comments
-
Hi
I was really excited to get Airband installed. However the back up service is dreadful. Unfortunately I am going to have to pass on this info to others.
It is easy to promise everything to get a customer to join, but it doesn't take long to loose them, espeically when help is needed and it doesn't seem to exist.
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-06-17
- Comments
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Had the service installed yesterday. The engineer did a good job, and the service is now up and running and we are getting between 25 and 40Mbs. We were getting around 5-8Mbs with standard broadband.
I had a couple of questions and the team answered quite quickly, so overall a good start.
- Location
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- Location
- Ellesmere
- Reviewing
- Airband
- Date
- 2020-06-16
- Comments
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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
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- Location
- South Molton
- Reviewing
- Airband
- Date
- 2020-04-28
- Location
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- Location
- Devon
- Reviewing
- Airband
- Date
- 2020-04-27
- Comments
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I wish I had never touched these clowns, was ok for about 6 months, dropped out maybe once a week. Now it's just next to useless. Getting less than 1mbps at times. It's up, it's down, it's all l over the place. Will be exiting as soon as my contract allows. Support are quick to respond but can't do anything - it's their infrastructure that is inadequate. VERY DISAPPOINTED
- 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
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- Location
- North devon
- Reviewing
- Airband
- Date
- 2020-04-01
- Comments
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A very reliable service provider for this rural community. Really impressed that they have removed caps on data in this difficult time of the virus. We are all using the Internet much more at this time to keep in touch with family and friends, great relief to know we shall not run out of data. Had Airband for nearly 2 yrs now and very satisfied with service and any contact we have with them is always speedily rectified.
- Location
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- Location
- 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
- Burley Craven Arms
- Reviewing
- Airband
- Date
- 2020-03-20
- Comments
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Just been installed so very early days however the 2 lads doing the installation were fab, very polite and explained everything, speeds are so much faster than BT and they made the installation a smooth and easy process. Looking forward to a start of a fab relationship with you.
- Location
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- Location
- North Devon
- Reviewing
- Airband
- Date
- 2020-02-22
- Comments
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When we have connection, the speed is good. However. The service itself is dodgy at best. For the 3 months we have been with Airband, we have had issues every week with the connection dropping. Their advice is that a router reboot fixes these issues but it doesn’t always, and even when it does, it can take 10 minutes for the connection to re-establish after the reboot which is unacceptable if you’re trying to use the connection for working from home. Their technical support have demonstrated they don’t really know what they’re doing. They apply “fixes” and fine tune our router when the connection is stable, which then makes the connection drop - but they give no warning and they do not check if it’s convenient for us to lose the connection for an hour! They also close support tickets when the issue is not fixed and do not contact us to check if we’re happy with their fixes, not even when they specifically promised to do so.
They also seem to be incapable of setting up payments correctly and constantly threaten us with fees and limiting our service (which is a joke as our service is painfully limited already) unless payment is “received immediately” (we have a direct debit set up which they haven’t taken money out of once yet!!!)
- Location
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- Location
- Welshpool
- Reviewing
- Airband
- Date
- 2020-02-19
- Comments
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After years of slow (1 Mb average) broadband speed and even worse customer service from BT I have recently had Airband installed and albeit very early days so far I am delighted. The service I had from the installers(Nathan and Ed )was nothing short of first class.Nothing was too much trouble and with me not being particularly computer savvy they were so patient and took time to explain everything in detail. Its too early to mark reliability but very pleased with everything else.
- Location
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- Location
- Charlton Hill
- Reviewing
- Airband
- Date
- 2020-01-30
- Comments
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We are in a difficult to connect location due to surrounding trees and hills, so it took a lot of careful work for the installation team to get a good signal. Glad to say they didn't give up and came back with an even bigger cherry picker to get the height needed. All working well now thanks to Ed, Dave and Gregg.
- Location
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- Location
- Sparkwell Devon
- Reviewing
- Airband
- Date
- 2020-01-28
- Comments
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So glad we changed to Airband.Spencer the engineer was on time very clean with his work and polite.The whole process took around 90 minutes to complete.The speed we attained was around 20 mgs compared to 1–3 on our old supplier.Please consider Airband if you are rural and have a slow connection, this may well solve the problem.
- Location
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- Location
- North Shropshire
- Reviewing
- Airband
- Date
- 2019-12-15
- Comments
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Ofcom are monitoring these services. My advice would be to do regular speed-checks through the day and if the subscribed mbps isn’t reached then inform Ofcom presenting them with your speed check records. The company certainly needs a lesson in customer relations as well
- Location
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- Location
- Arley
- Reviewing
- Airband
- Date
- 2019-12-08
- Comments
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Has been installed for 6 weeks and very pleased so far.
Consistently get 40+ mbps at all hours.
Big improvement on previous.
- 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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