53 Customer Reviews over 2 pages
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- Location
- Orkney
- Reviewing
- bigblu
- Date
- 2021-10-13
- Comments
-
Our broadband was pretty poor and kept cutting out. However worse was to come. When we moved away, we returned all the rented equipment to the company. Despite this, the continually denied that we had done so. Our landlord, who posted the equipment sent them the evidence but they are still trying to get us to pay for equipment that they have clearly lost. A dreadful company.
- Location
-
- Location
- Kent
- Reviewing
- bigblu
- Date
- 2021-07-21
- Comments
-
Don’t waste your time or money
- Location
-
- Location
- Invergarry
- Reviewing
- bigblu
- Date
- 2021-03-17
- Comments
-
Bigblu is one of a small number of satellite 'broadband' providers, used by customers who have very little choice or alternative. This dangerous mix has some foreseeable consequences: aside from the much higher cost than, say, mobile 4G, they really couldn't care less when it comes to the quality of their service or the terms & conditions they impose. Here are some examples:
1. If the service is not delivered, you are still obliged to pay them. "As stated in our Terms and Conditions we do not offer a fault free service and should something go wrong with the kit, we are under no obligation to credit or refund any of the downtime days you have had"
2. If their equipment becomes faulty, they will send you a part - but you either have to fit it yourself, or PAY for an engineer to attend. When's the last time you had to pay a service provider to fix their own equipment?
3. You have to arrange to return the faulty component. They offer a Collect+ service, but the available drop-off points are few and far between in rural areas (where most of their customers are). For example, in the whole of the NW Highlands, you have the choice of driving to Fort William or Inverness to drop off the parcel (in my case, a 2hr, 70mile trip). Or you can arrange delivery via an alternative method AT YOUR OWN COST. This is their faulty equipment remember. "Unfortunately we are not willing to pay for any other method or return, therefore it is your liability to pay for an alternative method of return. Again, this is covered in our T&Cs."
When a customer service agent starts referring to Ts&Cs, and when those terms fly in the face of what is accepted as decent customer service, you know you're dealing with a couldn't-care-less organisation.
I won't even get into the quality/speed/reliability of the broadband service itself - others have covered this in plenty of reviews.
As soon as I have the opportunity, I will be joining the large number of dissatisfied customers who turn their back on this shambles.
- Location
-
- Location
- Oswestry
- Reviewing
- bigblu
- Date
- 2019-10-29
- Comments
-
If you ever have to contact customer services, which is only open in office hours, book time off. Changes contract, continued to bill at older rate, finance knew nothing of the change. Useless
- Location
-
- Location
- Highlands of Scotland
- Reviewing
- bigblu
- Date
- 2021-03-03
- Comments
-
I am a university lecturer and community councillor. Throughout the pandemic, I have been working from home running lectures, seminars and workshops for my students, who are predominantly housebound in some of our most congested cities in the UK. To provide the best possible service that I can for my students and fulfil my council and other voluntary sector duties, I need reliable broadband.
Whilst many people are stepping up, and going above and beyond, to deliver high-quality service to the public during these traumatic times, this cannot be said of BigBlu.
Many systems have actually improved as the world has had to move online, but BigBlu's service has actually declined. There has been no noticeable desire by BigBlu to aid those who need a decent broadband signal to remain effectively 'in service' to those who are dependent upon them.
In my specific case, BigBlu recently claimed that the erratic service that I have been experiencing (for over five years) was down to the need to replace a defective part. The new part was sent out, and unless I was willing to wait an undisclosed time for an engineer and pay a further cost, I would have to fit the part. This I did and duly contacted BigBlu to state that nothing had changed. Also, their 'freepost' return slip actually requires me to drop off the part over 35 miles from my home. So much for the word 'free'.
Back to my specific concerns, BigBlu, are now claiming that the internet provider has to tweak their systems further, but alas, nothing has changed.
Overall, BigBlu is extortionately expensive and demonstrates a 'could not careless' attitude to those of us who have little to no other options but to use their service.
This situation that is shared by many is simply shoddy!
- Location
-
- Location
- Kintyre
- Reviewing
- bigblu
- Date
- 2020-03-14
- Comments
-
Just been informed that my bill is going to go from £50 per month to £ 94. They can give me a new deal that’s cheaper but the modem has to change and doesn’t support internet phone. Why make new modems that can’t support voip.? I am furious that they think it’s ok to double my monthly charge when I’ve been with them for almost a decade ( with Avonline Initially) does no company value client loyalty anymore. Now trying to find an alternative.... Any ideas or recommendations gratefully received...
- Location
-
- Location
- Ireland
- Reviewing
- bigblu
- Date
- 2019-12-31
- Comments
-
Worst Experience ever!
Worst Experience ever!
Hands down – the worst experience ever trying to get this broadband installed. I cannot explain fully the incompetence of pretty much everyone in Bigblu it seems.
Ordered their service on 6th December, well in time to have installed by Christmas.
Equipment arrived within a few days which was a good sign (That was the only one!)
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December 17th:
After that zero contact from anyone until December 17th at which point, I called them.
I was told then the case would be escalated, and they could not explain why I had not had any contact form their third-party installer (Company called Trademark Comms). He also told me I would receive a call later that day.
Result = No call!
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December 18th:
Called again to ask again what was happening, was told again, they had no idea why I hadn’t received a call and it was escalated, again told I would get a call that day.
Result = No call!
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December 19th:
Called again, was told the installer had called me but had the wrong number, both myself and the bigblu agent were unsure how that could happen as they only have one number on file for me. They confirmed the number and again told me I would definitely get a call that afternoon.
Result = No call!
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December 20th:
Called yet again! Was told they still had no idea why I was not contacted by the installer.
I was then after being put on hold that the order seemed to have been put through to the engineer without a contact number!
I then told her the previous stories were lies and asked how they could have called the wrong number if no number was supplied! After fumbling for an answer!
I told the agent I didn’t really care what the excuse was and asked for a guarantee that the install team would call me that day. She had told me they will definitely call.
Result – No call!!!
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December 23rd:
Called again, very annoyed - was put on hold again, I was then told that whomever is in charge of the orders did not put the order though at all – again this was a lie or the other stories are lies but overall, every agent I spoke to told me a porky of some sort and are clueless it would seem of how their order and install process works at all.
Was put on hold again and then told that not only would I get a call, but the Manager of the install department was going to call directly to sort it out by end of business.
Result = No call!!
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December 24th:
Resigning myself to having no connection for Christmas, I called to cancel the service completely. I was told no problem and they would need to collect the equipment, and for this privilege I was told they would charge me €49 to collect their own equipment which they were incapable if installing.
Needless to say, that did not go down well, again he was off to speak to someone about this and would email me to confirm cancelation and pickup.
Result = No email!!!!
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I have never dealt with such mass incompetence in any one company and such inability to perform a simple task, fix a problem, or in any way deal with a dreadful situation of their own making, it’s bewildering.
I would advise avoiding Bigblu at all costs, your life will be simpler and less stressful!
- Location
-
- Location
- Greenock
- Reviewing
- bigblu
- Date
- 2023-07-19
- Comments
-
My business acquired a connection with Bigblu as a backup broadband service for an essential connection to a power station where there is no cellular signal and only the primary fibre optic service available - if the fibre fails, our plant automatically switches to this and provides limited functionality.
Setup was awful, Bigblu operates multiple IP addressing in a strange way, it was useless to us so we had to resort to just one (main plant has 14). It took many months and a call with a fellow from Eutelsat (whose satellite Bigblu uses) to determine what was wrong.
During this process I lost access to my user account. Our accounts department can still access it, my department (engineering) cannot. I've spent 6 months trying to get it resolved, their tech team must have a heavy workload (not).
The stars awarded for the speed and reliability are guesses. It's not yet been used as a failover circuit with the primary fibre optic service remaining connected and reliable, although it has stayed 'up' for the whole period. The proof will be in the pudding but since it's satellite with high latency (>600ms), we're not expecting much but should be able to use basic controls for our power station, as intended.
If you're thinking of satellite for streaming or live tv, it's probably not a good choice. Don't stream, download as much as you can and watch your movies
- Location
-
- Location
- NI
- Reviewing
- bigblu
- Date
- 2019-11-09
- Comments
-
Absolutely useless broadband with the worst customer service ever. Avoid.
- Location
-
- Location
- UK
- Reviewing
- bigblu
- Date
- 2019-11-05
- Comments
-
DO NOT USE THIS COMPANY.
Their pricing policy is outrageous. Silver package price for long serving existing customers £44.99 per month for NEW customers 24.99 per month!!!
- Location
-
- Location
- FRANCE
- Reviewing
- bigblu
- Date
- 2019-10-31
- Comments
-
If I could give 0, I would. Unbelievably bad. They cancelled my service with zero notice and then tripled the price to 'restore' it. Delivered satellites that are still sitting in the box months later. You call and no one answers the phone (unless of course you call their sales number where they are delighted to take your call and your credit card). Everyone I initially worked with (despite having just arrived at the company) are now gone. It's a chaotic company with zero systems but they are great at taking your money (even if they aren't providing the service).
And best of luck if you ever decide to cancel. They honestly make Brexit look organized. Avoid. Do NOT call or buy from these people. My prophecy is that they won't even be in business in 12 months.
- Location
-
- Location
- North Yorks
- Reviewing
- bigblu
- Date
- 2018-02-07
- Location
-
- Location
- stranraer
- Reviewing
- bigblu
- Date
- 2021-01-22
- 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.
bigblu are not affiliated with Broadband.co.uk. This page does not constitute any affiliation between Broadband.co.uk and bigblu.