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- Typical Reliability
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Recent customer ratings for Airband
Based on 100221 customer ratings since June 2022March 2018 ()
Satisfaction
2.77 stars
2.86 stars
Customer Service
2.6 stars
2.76 stars
Speed
3.28 stars
3.16 stars
Reliability
2.52 stars
2.59 stars
- Read our Airband buyers guide
- Ratings are left by users of our speed test as well as reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.
Add your own review of Airband
231 Customer Reviews over pages
Reviewer
Chris Powell
Location
Blackwood
Date
28/06/2024
Ratings
Satisfaction
3.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Reviewer
Disappointed
Location
Tiverton
Date
27/06/2024
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
First off the speeds were great and everything working fine, but the last 2/3 weeks have been a nightmare. Internet keeps dropping out every couple of hours then comes back on. Very unreliable. Have spoken to customer services and I’m waiting on the outcome. SKY couldn’t give me the speeds I needed so I decided to switch but at this moment in time I’m thinking it was a bad choice.
Reviewer
Mark Barrow
Location
Shifnal
Date
03/06/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Shockingly bad service, spent the day waiting in for an engineer NOT to turn up,almost 3 weeks without service to date, akmostvas bad as BT, look carefully before signing a contract with this bunch, they WILL let you down!
Reviewer
Martin
Location
Devon
Date
20/05/2024
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Its fast, when it works, but when it doesn't you're in a whole heap of trouble. Their Contract states they have 5 days to restore your service and it can take DAYS for them to do that so make sure you have a 4G backup or something else. They also massively increase their proces, I'm just facing a 30% increase in Aug 24, but there is no alternative here so they have you over a barrel. We have whole communities being cut off for days. And don't expect any compensation - they are not signed up to the Ofcom automatic compensation scheme - very convenient for them!
Reviewer
Denise
Location
Halwell
Date
28/03/2024
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Reliability
3.00 stars
Comments:
Keeps buffering
Reviewer
Madge W
Location
Bredon
Date
24/03/2024
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I feel, with airband, we have gone back in time 15 years with internet access! Constantly dropping out, to the point that every time I look at my phone I am pleasantly surprised if I am connected to the WiFi! We pay for Netflix and can’t use it half the time so as well as totally unreliable WiFi we’re wasting money too!
Reviewer
Nick C
Location
West Devon
Date
03/03/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Airband were fine on installation and are reasonably reliable BUT the minute anything goes wrong, they're hopeless. It always takes days to resolve and the communication is virtually non-existent.
Lightning took out the airband mast serving my area at about 0300 on Friday - fair enough, that happens. However, over 2 days later and it's still not fixed and there is virtually no communication - what communication there is simply says "unfortunately there has been a delay resolving the issue". This service is only used by people with no alternative and, by definition, that means no mobile signal and probably no landline since that costs a fortune if it can only work as a phone line backup. The airband website says a fault was identified Saturday afternoon - that took nearly 2 days to find. What!? nearly 2 days to find and now at least another day to fix. The reality is airband know they have their customers over a barrel so they don't provide enough support resources and at weekends, it is particularly poor.
Reviewer
Techno
Location
Shropshire
Date
01/02/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When the fibre service is good, it is very good, but more often than not, the network goes down. Airband run a monopoly in rural areas and don’t lift a finger for the first 5 days. 3rate service from a fourth rate business.
Reviewer
Cathy rush
Location
Barwick iddesleigh
Date
18/01/2024
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Internet seems to be slow in the evening barely able to load a film on tv.slightest wind and internet cuts out completely.
Reviewer
Simon G
Location
Henley-on-Thames
Date
06/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely useless. Now 4 days with no broadband and zero communication.
Avoid Airband.
Reviewer
SG
Location
Henley-on-Thames
Date
04/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
No connection for nearly 48 hours and no proper update. Utterly useless and devastating if running a business.
Reviewer
KL
Location
SIDDINGTON
Date
03/01/2024
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Comments:
Airband are not affiliated with the Ofcom compulsory compensation scheme which provides compensation automatically after 2 days.
Airband have a service level agreement of 5 days: This means that they do nothing to get your broadband working again in a timely manner.
When your broadband fails for whatever reason customer service do not register your complaint when you call, you have to call again and again and again. When your issue is finally logged, hours have passed (8 in my case from finally getting through to customer services, 16 hours after fault actually occurred) so that effectively increases their SLA time to their advantage.
The customer services are indifferent and robotic, sticking to a script which will involve sending you copies of their terms and conditions rather than showing any concern or empathy: The very worst kind of response. Then they will ignore you hoping either you or your issue or both will go away.
For most customers Airband is not a choice, it is the only option so they don't bother trying to do anything over and above the minimum according to their terms and conditions.
If there was a choice Airband would NOT be a consideration.
Reviewer
Rob
Location
Brown
Date
20/12/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
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!
Reviewer
C. Reynolds
Location
Somerset
Date
14/12/2023
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
We have the 4G broadband, which is OK for much of the time but sometimes hangs up. The engineer who came was excellent and it has improved. We are really keen to get fibre and hope Airband can sort this out as soon as possible.
Reviewer
Sam
Location
Eckington
Date
13/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Initially a bit of a rocky start with significant packet loss causing it to be unstable.
However, having contacted the customer service, they were prompt in responding and actioning the next steps to fixing it, as this appeared to be a routing issue. After a couple of 'fixes', I am now wholly satisfied with the 100% uptime and full speeds that I am getting.
Only one small minor improvement would be a small update from the team when they say they've 'fixed' it, would be to say in broad terms what they fixed, as this might help identify further issues.
Reviewer
Angus
Location
Tiverton
Date
12/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Not an easy or straight forward installation. Every member of the team we had contact with were 'can do' and very professional. In a world where service is not always great, Airband stood out thanks to its people on the ground.
Reviewer
Leslie Bonner
Location
Bradford N. Devon
Date
12/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Top rate. All staff were very helpful.
Reviewer
Leith
Location
Cheshire
Date
11/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
2 Airband engineers Reese and Richard arrived on time very Efficient, knowledgeable and patient set took around 90 mins , I went from 3 mbps to over 400 the speed has stabilised at around 200 but it’s been reliable to date I ordered 2 routers as I’m in a old house with thick walls glad I did as I’m not sure one router would cope for me Airband and the whole process has been fantastic so thank you Airband
Reviewer
Ian
Location
Shropshire
Date
11/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Installation took a long time as they had to run new cables, however the engineers were very helpful and the speeds are good.
Reviewer
AS
Location
South Oxon
Date
08/12/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent installation, efficient, extremely helpful, well presented engineer and faultless service for set up. Highly recommend.
Reviewer
Geoff
Location
Pershore
Date
14/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Signed up to Airband over 2 years ago and let my BT contract expire. Still no progress, only one excuse after another, costing me money. Appalling!
Reviewer
T J Graham
Location
Highley
Date
09/11/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Moved to Airband as they where able to offer me faster broadband and better service than BT have been able to. Service from Airband has been great since install, yes there have been small outages at time but that's the same with any broadband provider. Speed has been as sold Fibre 150 (150Mbps download with 50Mbps Upload). Airband also kept there promise of refunding me the early exit payment when I cancelled my old BT service. Customer service have been very responsive to any query's I have had about the service, billing etc. very happy with it.....
Reviewer
Jon
Location
Cheltenham
Date
07/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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.
Reviewer
Wendy
Location
Shrewsbury
Date
06/11/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Placed order weeks ago and still no date for getting service
Reviewer
Andrea
Location
Exeter
Date
01/11/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Since using Airband for our internet we regularly get good service, a recent outage was dealt with quickly.
Reviewer
Geoff
Location
Welshampton
Date
26/10/2023
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Engineer was very helpful.
Reviewer
Hill
Location
Gulworthy
Date
26/10/2023
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
The engineer was very friendly and efficient. Broadband is fast and working well. ( Day 2 on fibre broadband). As an organisation Airband needs improvement. The people in the office don’t seem to know what the people on the ground are doing. From seeing the fibre being put in the ground right outside our house to being installed took about two years. Now we have it , it’s fantastic.
Reviewer
WP
Location
Audlem
Date
18/10/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Bad bad service.3 weeks after confirming services with airband I’ve heard nothing other than an email confirming they want money. I would not recommend this business:
Reviewer
B. Swinbourne
Location
Upton upon Severn
Date
17/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Comments:
Wonder full service up and running in
less than a week.
Reviewer
Martyn Coles
Location
Trefeglwys
Date
17/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
Broadband is quite variable but this is due to the area the caravan is sited
Reviewer
Kevin
Location
Worcester
Date
17/10/2023
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
We have been customers of Airband for many years now. Their staff and service have been 5 star throughout. We have no complaints about the speed or reliability either, just the occasional bad storm has caused us to be without internet for a short while!
Reviewer
Arthur
Location
Cheshire
Date
16/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Admin a bit sketchy at times, but once the installation was scheduled, the engineer was competent and experienced and one of the most efficient I have have seen.
Reviewer
Jane
Location
Berry Pomeroy
Date
13/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Comments:
Too soon to comment on reliability, I was only connected yesterday:) But very pleased with every aspect of the installation and service from all the Airband team, excellent.
Reviewer
Gary
Location
Devon
Date
13/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Early days, but so far so good.
Reviewer
Phillip
Location
Towyn
Date
12/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Great service provider.
Reviewer
Nick M
Location
Tiverton, Devon
Date
10/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
The Engineer was first rate he turned up on time looked around the house to find a way to install the broadband as my property has the living room at the back of the property and its not easy to get wiring done as it involves going in the loft and dropping through upstairs to the downstairs living room a very awkward job going through two ceilings to get it done. The guy that did my install was called Ryan he was very polite and professional a really nice guy. I finally have full fibre and I'm over the moon with it. I researched Airband and being a new company they are a little bit hard to get hold of sometimes on the phone which is fine by me. Every company has teething issues in the early days that's to be expected. My experience so far has been very positive no complaints whatsoever. My broadband is super quick and seems reliable. Again I have contracts for mobile phones and other things from the big networks and they aren't much better when it comes to getting through quickly. I think Airband will do very well in the future it just takes time. Ryan from Airband in Tiverton was first class I hope his superiors appreciate his attitude and work ethic. Thanks Ryan.
Reviewer
Andy hoof
Location
North Shropshire
Date
10/10/2023
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Once the install started top marks
Reviewer
Jab
Location
Oxfordshire
Date
07/10/2023
Comments:
Our broadband connection keeps dropping and it is very frustrating.
I cannot complete work tasks in my office this also interferes with watching downloads / streaming and videos
Reviewer
Barbara ward
Location
Ilfracombe
Date
04/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very friendly engineer. Explained everything.
Reviewer
Glynn Andrews
Location
Paignton
Date
04/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Thank you Jack for your dilligent hard work and expertise.
Reviewer
Philippa
Location
WORCESTER
Date
04/10/2023
Ratings
Satisfaction
5.00 stars
Comments:
Excellent service. Engineer was on time and completed his work with efficiency
Reviewer
Ed
Location
Exeter
Date
04/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Cant fault the installers - really helpful and explained everything very clearly. Broadband is working extremely well so far, and up to the speed promised.
Reviewer
Quatt Village hall
Location
Shropshire
Date
02/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Recent issue with no service was dealt with quickly and no fuss .. very impressive as we had an important event the following day
Reviewer
David adams
Location
Wv166bn
Date
02/10/2023
Ratings
Satisfaction
5.00 stars
Comments:
After 2years of waiting for B T
You sorted it. Thanks
So far so good.
David adams.
Reviewer
A Nicholas
Location
Cheshire
Date
02/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Paul
Location
Woolsery
Date
01/10/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Had fibre fitted a week ago all all working Good, I'm getting just under 600mb through ether cable
Reviewer
Henry
Location
Somerset
Date
30/09/2023
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
Speedy when it works... but no internet connection at all common. Disappointing.
Reviewer
Adrian Coppin
Location
Defford
Date
29/09/2023
Ratings
Satisfaction
5.00 stars
Comments:
Staff are extremely helpful and answered all my question without the need to refer to a.n.other.
Airband provides an excellent service.
Reviewer
Mal
Location
Salop
Date
29/09/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
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
Reviewer
Louise
Location
Hosker
Date
29/09/2023
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
w e turner
Location
paignton
Date
28/09/2023
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Comments:
only just been fitted but so far seems very good and all your staff were excellent
Reviewer
Mr A
Location
Date
26/09/2023
Ratings
Satisfaction
5.00 stars
Comments:
Installed today and very pleased with workmanship and the connection. A vast improvement on my previous internet connection.
Reviewer
Mike
Location
West Devon
Date
26/09/2023
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
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.
Reviewer
Wendy Taylor
Location
Hidden Valley Caravan Park
Date
26/09/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
PaulH
Location
Goostrey, Crewe
Date
26/09/2023
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
Impressed so far. Customer service and installation was first class and we are getting the contacted speed. Not seen a big difference in the usage experience now that we have 5x the download speed but maybe that's more to do with using WiFi and what we use the connection for.
Reviewer
Mark Thompson
Location
Lower Withington
Date
25/09/2023
Ratings
Satisfaction
5.00 stars
Comments:
Wonderful service, great team of engineers. Everything done when said it would be.
Reviewer
Fredaharrison
Location
Towyn north wales
Date
25/09/2023
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Absolutely brilliant service customer service very good people’s skills and good communication cannot fault anything excellent
Reviewer
Daniel
Location
Oxford
Date
12/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Lallymac
Location
Swindon
Date
07/09/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
2.00 stars
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.
Reviewer
Exasperated
Location
Rotherfield Greys
Date
30/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
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
Reviewer
Krzysztof
Location
Devon
Date
25/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
petersnowdon
Location
Albrighton
Date
13/08/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Yet more drama with Airband here in Shropshire.
So this is day three of complete disconnection, with an issue in my post code and some others. Text messages arrive each morning advising that the connection should be back up by 14 Aug - tomorrow. I first knew about this on Friday by a cheery text that explained by connection would not be restored until at least Monday. Great - a whole weekend offline.
That will total four whole days of complete disconnection.
These issues aren't rare - they're fairly frequent - a quick look at my text messages from Airband shows I was disconnected:
7th Feb, '23
22nd May, '23
10th June, '23
While these outages lasted a few hours, this current one is lasting four whole days - minimum.
Living in a complete 3G/4G/5G black spot, phones don't get signal, so tethering is useless. I have today gone out and spent £200 on an outdoor router that's giving us 2 bars of 4G connectivity inside the house so we have at least some connectivity - critical for us as we run an online business and have work to do at every hour.
Moving to Sky Stream (without the dish) seems like a bad idea now. Nothiing works as everything here uses the internet - Alexa, cameras, Sky, mobile calling, the driveway gate, the front door.
Airband is our only designated (by 'Connecting Shropshire - the council-run scheme to connect all properties to super-fast internet) option. Connecting Shropshire contracted Airband to supply remote properties with high-speed internet when BT/Openreach says it's unaffordable to upgrade.
We have fibre-to-the-premises (FTTP) so it comes in via telegraph cable - not radio receivers like I imagine most customers have. Is this the problem?
The thing with Airband is - they do not have the nationwide 24/7 support operation that all other landline-based broadband providers do (from Openreach). So - if when your connection goes off over the weekend, forget getting any support. Their 'out of hours' (a ridiculous concept as connectivity is not only a 9-5, Mon-Fri requirement) line is never answered, so you are completely lost as to what's gone wrong and what's being done to fix things).
When Airband works, its great - consistent speeds as advertised. But continuity and consistency of service is more important and being cut-off for days shows the operation up for what it is - ambitious but massively overstretched, technically inadequate and not backed-up by a resilient customer care or technical operation.
The business park where by biz is based has installed Airband and while the speeds are better than BT, I wouldn't dream of moving as this current outage affects that post code too - can you imagine being without internet at your business premises - having to shut up the operation and lose money as a result? No way.
If only Airband could improve its consistency and resilience, it would be excellent. But right now, it's full of promise and well short on delivery - and that inconsistency, frustration, frequent outages and zero 'out of hours' customer care - plus the cost of having to install a backup - makes Airband a 1 out of 5 in my opinion.
Buyer be very aware! We don't have kids, but I can imagine the added turmoil of keeping them entertained during a rainy summer holiday weekend if we did!
And... if you need Airband for business, look elsewhere - as the droppy service will cause you to lose money, customers, reputation.
Reviewer
Lee
Location
Devon
Date
07/08/2023
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Jed
Location
Devon
Date
24/07/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Dave
Location
Newport
Date
27/06/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Susie
Location
Devon
Date
26/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Andy
Location
North Devon
Date
26/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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. !!!
Reviewer
Denzil
Location
North devon
Date
23/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Complained about installation over a year ago and just automated replies, totally hopeless
Reviewer
Robbie
Location
Shrewsbury
Date
14/06/2023
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Superb service couple of hicups first thing but resovlded and compensated would definitely recommend
Reviewer
Jason
Location
Lyme Regis
Date
09/06/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Alex
Location
Oswestry Shropshire
Date
04/05/2023
Ratings
Speed
3.00 stars
Comments:
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.
Reviewer
Ella
Location
Staffordshire
Date
03/05/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
3.00 stars
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.
Reviewer
Clare
Location
Swindon
Date
12/04/2023
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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.
Reviewer
edith
Location
devon
Date
01/04/2023
Ratings
Satisfaction
4.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
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
Reviewer
Dissapointed
Location
Bideford
Date
26/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Dean J
Location
Worcestershire
Date
25/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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!
Reviewer
James
Location
Oxfordshire
Date
01/03/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Neal
Location
Shropshire
Date
19/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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
Reviewer
Pete M
Location
Shropshire
Date
16/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Utterly and completely useless, do not use these people unless you really have to. Shocking slow speeds, regular cut-offs and fobbed off for nearly a year. Turns out inadequate infrastructure was the cause which was eventually fixed late 22 when it should have been done at least a year earlier. Then our router failed and started cutting off more than 100 times per day. NO response from airband customer support despite over 25 calls and e-mails for help. We were calling daily and just being fobbed off every time. Escalations didn't do anything and no one EVER called back. You CANNOT speak to anyone who knows anything to fix a problem. After nearly a month of this I called into their office and managed to speak to a technician who diagnosed the faulty router within seconds and replaced it within minutes. All working OK now but absolutely no thanks to Airband "customer service". I cannot overstate how completely useless they are unless everything is working OK. DONT USE THEM UNLESS YOU HAVE NO OTHER CHOICE.
Reviewer
Andy Cooke
Location
Shropshire
Date
15/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Matthew
Location
Devon
Date
13/02/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
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!
Reviewer
Mike Gilbert
Location
Without air and we’d be stuffed
Date
11/02/2023
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
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.
Reviewer
OP
Location
North devon
Date
11/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Do not use this isp you have been warned!
Intermittent loss of signal breaking streaming services
Clueless or please someone find a word worse than this to describe their support desk. They have no idea what’s going on on their own network but it seems that that’s because they employ people who don’t understand IT but who can read from a crib sheet and that’s it.
Regular complete loss of service with almost entirely no communication back to customers as to what the problem is/was. Phone system does not allow you to speak to anyone and regularly either drops your call or forces you onto automated voicemail which is pointless as they can’t be bothered to call you back.
Strongly suspect they oversubscribe areas as you speeds drop off at peak times.
I mean what else do I have to say? They fail at every level. If they’re your only option then ok but take every other viable route first and i include carrier pigeon. At least you can eat the pidgeon when it fails.
Reviewer
Nile Griffith
Location
Worcester
Date
05/01/2023
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
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.
Reviewer
Carrie
Location
Exeter
Date
27/12/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Andy Ball
Location
Devon
Date
24/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible support
No internet, I have raised a support ticket every day for 2 weeks and called many times
No call backs, no email updates, in fact, no confirmation of any kind that I have raised an issue
Promises of call backs come and go, with no callback
If you need a service you can rely on for business and streaming DO NOT use Airband
Reviewer
Peter Willetts
Location
holsworthy
Date
11/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Very slow to non existent broadband after promised 40 mbps
Now 8 days after complaint no action
No contact from customer support
No internet at all tonight, out of hours service just cuts line
Internet customer care stops creation of new complaint
Truly dreadful customer experience
I switched from BT because of bad speed and customer experience, they don’t seem so bad now
So just coming up to two weeks after my complaint and I çant watch streaming tonight 11/12 2022 I can't do a speed test as speed is too low to load speed test. I still have had no other communication other a couple of what are basically fob off messages of we are working on your problem.
I hope anyone considering using air band will take careful note of this account of theinteraction or lack of with this company
Reviewer
Adam Fausset
Location
Devon
Date
06/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
For anyone considering using this shower. Dont, really, dont, I have been trying to get someone to sort out the intermittent service for 6 weeks!!! Not one person has bothered to get back to me to explain the tech issues or when it will be resolved. I can't watch streaming TV as it cut outs every 20mins. Dont be fooled by thinking getting internet over the airwaves will resolve your current internet issues. It wont. I could just about accept that they have tech issues if someone bothered to speak to me and helped, like someone cared. But they dont. Steer clear klaxon.
Reviewer
Maria patterson
Location
Chagford
Date
03/12/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Intermittent Wi-Fi for 4 weeks. Cannot connect gadgets or watch natalie etc. not able to get through to speak to an engineer. No customer service
Reviewer
Joy
Location
Mid Wales
Date
23/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
When we first got Airband in 2012 (with a £1,000 subsidy from the Welsh Government) it was brilliant: excellent customer service, reliable, stable connection, good speeds - such a relief after BT. Since Aberdeen Standard Investments bought the company they have been absolutely RUBBISH. They are pushing FTTP - because that seems to be where the money is, and have allowed the FWA network to deteriorate to a point that it is virtually unusable. If I had a choice, I would switch tomorrow.
Reviewer
Tamsin
Location
North Devon
Date
22/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Tony Haupt
Location
Letcombe Bassett
Date
10/11/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Comments:
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
Reviewer
Ryan
Location
Herefordshire
Date
08/11/2022
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
I was so optimistic when joining AirBand but we have found the service to be exceptionally unreliable. Weekly outages and issues with their DNS server means we just can not rely on our broadband anymore. While I think AirBand have good intentions I thinkt hey have grown to fast and are not able to reliably provide a service.
I would avoid them for at least 24 months from this review to see if they find their feet.
Reviewer
Gerhard
Location
Oxford
Date
17/10/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
My internet is working but I can’t send and receive any texts or what’s app messages. Have been trying to get through to the technical department for 4 hours. I keep being put on hold for about 5 minutes. Than asked to leave my contact details and apparently I will be contacted. No contact yet!! And I have tried calling 36 times: What an amazing company.
Reviewer
David Ashcroft
Location
Shropshire
Date
30/09/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Fibre installed July 2022.
Made operation just prior to August bank holiday weekend.
Only on for 4 days.
Service resumed after further 2weeks
Lost service again after another 2 weeks.
Still waiting for reconnection after week of no service.
Service response is rubbish. Customer services don’t have a clue what is happening. Do not keep customers informed.
Fibre broadband reliability? Not yet with Airband.
Fortunately I still have their wireless conectivity operational other wise I would have had problems.
Reviewer
Deirdre MacNamara
Location
Malpas, Cheshire
Date
02/09/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Worst internet service provider I've ever had. NO customer service - you can't get past the first post, speak to any technicians or get resolution to any issues. Installation was a failure as they turned up without the proper equipment - put the router in the wrong room and I was never able to get anyone to deal with any issues.
Reviewer
Luke
Location
Tiverton
Date
14/08/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
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 .
Reviewer
Nicky Mugford
Location
Wears Giffard
Date
27/07/2022
Comments:
On behalf of my neighbour.She has been without service for11days.Absolutely no support whatever.Promises to call back but never do.Lives in remote village and it’s important she has it. There is no mobile signal so relying on other people.Desperately looking for another supplier this service is rubbish.Hopethey don’t send her a bill because they will not be paid
Reviewer
Stephen Carroll
Location
North Wales
Date
17/07/2022
Comments:
I have an Airband tower on my land & for the last2 weeks the Wi-Fi has been on & off the customer service is a complete joke they never contact you back & cannot seem to solve the problem I’m going to have them remove the tower from my land & find another provider who actually cares about the customer
Reviewer
Ian Ashpole
Location
Ross on Wye
Date
08/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I work as an IT Consultant and had to
contact Airband Support to request a Static IP address. This is the fourth morning running attempting to speak with someone who even new what this was. Unbelievable / chaotic and shambolic. Avoid this company at all costs!!! PS don't ever expect anyone to call you back despite the promises.
Reviewer
C Larner
Location
Devon
Date
04/07/2022
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
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.
Reviewer
Sara
Location
North Devon
Date
18/06/2022
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Sales staff excellent. Ground workers and Engineers excellent.
Heres where it falls apart
Customer services ery friendly but requires a LOT of improvement.
Lack of knowledge jn how to deal with issues
Telling customers they can't gelp as they finish at 5pm on a Friday....
Theres a lacking in understanding and awareness of how it affects people practically and emotionally when things go wrong and this is not put right ...
No straight sndwer today your connection has failed.
You get bombarded eith repetitive emails and text but no real answers to your issues.
The company feels very chaotic and poorly manage right now.
Hopefully this will improve as the company grows.....
Reviewer
Paul
Location
Shropshire
Date
07/06/2022
Ratings
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Shambolic customer support. Been without internet for 15 days. Have phoned 5 times, emailed, had no call backs or replies. Problem is a faulty router, but they still haven't dispatched it to the courier. How difficult is this?
Reviewer
Stephen Pettifer
Location
Didcot
Date
29/04/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Constantly struggling to connect.
Can never get hold of anyone to sort out the problem.
Reviewer
David Pugh
Location
Shrewsbury
Date
12/04/2022
Ratings
Speed
2.00 stars
Comments:
Fairly hopeless, would only use if no other alternative. Works for a while then becomes inconsistent.2 weeks in and we are getting nowhere. Only use if there is no other option!
Reviewer
Robert Vane-Stobbs
Location
Shrewsbury
Date
16/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
Installed for one week.
Internet intermittent.
Wireless devices don't work
No support.
No communication.
Useless
Reviewer
George Sutton
Location
Bromyard
Date
16/03/2022
Ratings
Satisfaction
2.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Comments:
Broadband was fine with the old WiFi system but the new fibre system, which is more expensive, is very disappointing.
Reviewer
Sue
Location
Highley but very rural
Date
08/03/2022
Comments:
I have today had my service fitted in a very rural location. I would just like to thank the 2 engineers that attended today. They both did an exceptional job! I would especially like to thank the younger engineer as he went "above and beyond" for my family!!! I would not hesitate to recommend Airband for a 5* service.
Reviewer
Richard
Location
Exmoor
Date
01/03/2022
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Asad Butt
Location
Very rural Devon
Date
10/02/2022
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very happy ... seamless process to install and stable fast service! Can't ask for more.
Reviewer
Michelle Brown
Location
Barnstaple
Date
10/02/2022
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
Were with BT for years.. but if it rained the broadband was lost.. Airband has fixed that. Customer service has been excellent..any queries answered swiftly.my only gripe is that speed seems slower than before.. but fractionally
Reviewer
Maureen Cosby
Location
Woodsend, Ledbury
Date
09/02/2022
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
We still have some trouble with not being able to always get our recordings on our televisions or being able to pause and rewind.
I would also like to know how to give my router another code as the one that was given us is too simple.
Reviewer
Jonathan
Location
Tenbury Wells
Date
23/01/2022
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!
Reviewer
Pip
Location
Craven Arms
Date
25/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
No problems, except recent exceptional gales did cause a loss of connection for most off the day.
Reviewer
Gillbanks’s
Location
Wales
Date
24/12/2021
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
A lot better than all the other providers in the area
Reviewer
Adam Rawicz
Location
North Devon
Date
19/12/2021
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
SOO much better than BT
We moved to Airband fibre as soon as it became available after years of poor Broadband service and reliability from BT
Airband fibre has been mostly very good but with a few network issues - hopefully just teething problems.
However, when you do have problems, their service is excellent - you can quickly talk to a local person who can fix things whereas with BT you end up waiting hours to talk to a call centre in India who do nothing… !
Reviewer
Craig
Location
Linley Brook
Date
18/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Terrible service. Complete lack of internal communication and support.
No desire to resolve situations other than trying to upgrade you.
Reviewer
Max
Location
Holsworthy
Date
17/12/2021
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
2.00 stars
Reliability
3.00 stars
Comments:
We changed to Airband to improve our internet speed. We pay the same as our family in town where they get 40+ speed but ours still is intermittent when watching films etc. Meetings on zoom can be unreliable. It’s better than we had before but still isn’t really good enough.
Reviewer
Rob Worthington
Location
Ash Magna, Whitchurch
Date
16/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Reliability
1.00 stars
Comments:
One branch took out my broadband for nearly two weeks cutting me off from my work ...
Reviewer
Susan jones
Location
Wem Shrewsbury
Date
14/12/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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
Reviewer
Ken Harding
Location
Whitland
Date
14/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Everything running smoothly up to now no complaints great service.
Reviewer
Malc Littley
Location
ilsington
Date
14/12/2021
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
once router replaced no more problems . we now have good speeds.
Reviewer
Kerry Clarke
Location
Herefordshire
Date
14/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Very impressed with Airband. They were very accommodating and were able to tailor the Internet package for my needs. Installation was quick and professional, really friendly staff. Speeds are 4 times quicker than my previous supplier and the WiFi signal range is better.
Reviewer
Roelof Kleinsmiede
Location
Welland
Date
14/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Excellent service, comms, reliability and speed for their FTTP product. Support is from South Africa it appears but very responsive and competent.
Reviewer
Helen
Location
Shropshire
Date
14/12/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
David morgan
Location
Telford Shropshire
Date
14/12/2021
Ratings
Satisfaction
2.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Comments:
Didn't work for over a week and still playing up even though I told you about it
Reviewer
Ian Stone
Location
Greete, Ludlow
Date
13/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
I applied for the government GIGABIT BROADBAND grant for rural broadband. The deal is anything over £1,500 has to be met by the applicant. In my case the excess was approx £40,000 +VAT delivery 18 months. Airband turned up in the neighborhood. £29.98 a month no installation fees and better reliability than Openreach. Good service 35-40Mbps download 10Mbps upload. Been with them for over a year. UK support by knowledgeable folk whose first language is English. And, I ditched the land line and use VOIP for 2 phone lines. The plan I use is 1 penny/min outgoing call charge free incoming calls. Plus Hi-Fi telephone calls. Its win-win. No wonder those little dishes are popping up around me.
Reviewer
Harrison
Location
Upton Upon Severn
Date
13/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
We have only had Airband Fibre to home for a few days but at the moment it has exceeded our expectations. Out Upload speed is very important to us and this is even better than what we were quoted. Upload speed is 120mps and we were quoted 75mps. We are a very happy house!
Reviewer
Charlie
Location
Upton Upon Severn
Date
08/12/2021
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
A bit slow to get the appointment sorted out but following a call from me they got it sorted out very quickly. The guys who installed the kit were very good and work through a few of the issues they encountered during the install and got it sorted. We pulled the cable into a corner of the house on advice that we could use a second router that was “in the back of the van” to ensure that we had the whole house covered. Well there was no second router so I currently don’t have the coverage I wanted so will need to sort that out, so bear that in mind when you do the installation of the access point because that is permanent! That is the only real negative point of the experience so far, the speeds look great and the Linksys router has good capacity for lots of devices. Overall a good start with one issue to sort out but definitely recommended.
Reviewer
Rose Johnson
Location
Broseley
Date
08/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Very good service from engineer, polite and courteous, tidied up and was efficient .
Reviewer
Steven
Location
Somerset
Date
08/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Comments:
Unfortunately I cannot give any stars at the moment regarding speed and reliability as we won’t start using your service until the first week of January 2022 . But hopefully you can give me a 5 star performance
Reviewer
M. Mills
Location
Woolacombe
Date
06/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
1.00 stars
Comments:
Don’t know about broadband reliability as only just operational. Everything else very good
Reviewer
Jan Geeson
Location
Exmoor
Date
04/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent service, excellent company
Reviewer
Edwards
Location
Buckfastleigh
Date
03/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Occasional interruptions otherwise excellent
Reviewer
Howard Chetwynd
Location
Longslow Market Drayton
Date
03/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Good consistent service.
Reviewer
Ian Stone
Location
Greete
Date
03/12/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
All English speaking based in the UK. They know what they are talking about.
Reviewer
Guy
Location
Audlem
Date
03/12/2021
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
The best and most reasonable microwave broadband provider around. Good speeds and generally reliable just wish we could e even faster like regular broadband
Reviewer
Chris Hoole
Location
Winkleigh Dervon
Date
26/11/2021
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
Friendly and helpful service is let down only by reduced bandwidth which is more often around 30mbps (and at times even less) rather than the 40mbps advertised. Quite expensive but is reliable overall.
Reviewer
Mark
Location
Devon
Date
26/11/2021
Ratings
Satisfaction
4.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Speed has been declining over 2 months to intermittent connection.
Have been waiting for 10 days after reporting the fault and still not resolved or any contact from the services engineer that was promised.
Reviewer
Luke Shorland
Location
Teignmouth
Date
23/11/2021
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
3.00 stars
Reliability
3.00 stars
Comments:
Guys on site were great, very friendly and accommodating.
Reviewer
Andy C
Location
North Shropshire
Date
23/11/2021
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Airband have just done some updating at their site that provides me with a line of site supply to a dish on my chimney. For rural broadband the connection is exceptionally fast peaking today after maintenance with an upload speed of 42.35 Mbps and an upload of 10.76 Mbps. To the uninitiated that is a really good speed which means no buffering, faster uploads and you can run programs/ games that require a high speed to work. Great service at an affordable price.
Reviewer
Paul Constable
Location
Chesterton
Date
08/11/2021
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
3.00 stars
Reliability
2.00 stars
Comments:
Great product when its working.
Customer service is a total sham when its not
Reviewer
Steve
Location
south Shropshire
Date
31/10/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
2.00 stars
Comments:
Brilliant speed 200+MBS.
The problem is Airband ISP has been noted as a spam generator so we cannot use their ISP thankfully we also still have the BT copper wire so we are using that to send and receive emails. Not funny when running a number of companies in a very rural area and Airband is the only option for fibre comms.
Reviewer
Kathy
Location
Shrewsbury
Date
11/09/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
After getting abysmal speeds from BT and no chance of anything improving, I was delighted to find Airband had installed a mast near me. They came out and fitted everything super quick so very happy with the service. Get an email if they are doing any work in the area so I know when my connection may be disrupted. Occasionally there are days when the connection isn't the best but overall I am very pleased with the service.
Reviewer
Natasha
Location
Worcester
Date
28/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Disappointing, slow and frustrating experience. Airband failed to deliver on their installation dates (repeatedly) and the internet download speed is well below what is promised. The wifi from the router is absolutely terrible. Internet keeps dropping out and I can not pick up the wifi unless I sit next to the router. So poor I wish I had stayed with my previous (non-optic fibre) provider. My advice would be to avoid Airband.
Reviewer
Claire
Location
Herefordshire
Date
24/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
I can't imagine why public money has been given to this truly incompetent company. We have a permanently intermittent service but Airband are in total denial! I guess they realise they are bad but they have NO COMPETITION so absolutely no incentive to provide a half decent service.
Reviewer
Gor
Location
Devon
Date
23/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Believe the terrible reviews, this company are truly dreadful. Engineer installing was incompetent, even made us buy our own cable, service drops out repeatedly, the engineers even admit that the company does not invest in their own infrastructure. MASSIVE price hike at the end of the contract. REFUSE to process formal complaints and bolshy attitude frrom customer service at the mere thought that there should be some compensation for all the hours you are left without a service, and in our case with no landline either.
Reviewer
Mike Inglis
Location
Brimfield
Date
06/08/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This bunch win the award for the WORST tech company....ever.
Reviewer
Mina
Location
Nantwich
Date
20/07/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Absolutely rubbish service. More off than it is on. Ring them up to tell them it's off and usual excuse is engineers are working on it or try switching box off then back on again. Every week there is an issue so I would steer clear!!!
Reviewer
Dan
Location
Worcester
Date
07/06/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Not even got to install and service is poor. signed up to the full fibre to property with the promise of 4-6 weeks. I have heard nothing for 4 weeks even after multiply chases. Eventually spoke to them today (after 4 weeks) and told from July could be anothe 12-14 weeks! Very very disappointed.
Reviewer
Mark
Location
Shropshire
Date
30/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
1.00 stars
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 !
Reviewer
Xxxxxxxxxxxxx
Location
Xxxxxxxxxxx
Date
27/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This Company is rubbish!!
They sent you un-qualified fibre engineers to the field to do the work, half of them DNT understand the work.
They promise you better speed which is a scam.
NEVER USE THIS COMPANY IN ANY MEANS FOR BROADBAND SERVICES.. Bt openreach will be the BEST in that field of work and service ...period
Reviewer
anonymous
Location
in Worcestershire
Date
14/05/2021
Ratings
Satisfaction
2.00 stars
Speed
4.00 stars
Comments:
Intermittent surface and appalling customer service. Left without internet frequently for 5 working days whenever there is a disruption. Customer service and technical support team lies, fails to communicate and says things like they're monitoring the lack of internet to our house (meaning they're doing nothing.) Rubbish, wouldn't recommend if you need reliable broadband and being lied to constantly makes you angry.
Reviewer
Ken
Location
Crew Green powys
Date
14/05/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Cecilie
Location
Worcestershire
Date
08/05/2021
Ratings
Satisfaction
2.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
Airband’s reliability is spottier than a leopard with chicken pox.
Reviewer
Lister Bass
Location
Totnes Devon
Date
25/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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.
Reviewer
Paul
Location
Plymouth
Date
05/04/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Promise the earth and deliver nothing. I'm writing this review using my mobile hot spot. The rudest customer service team you could ever encounter. The odd time you get through to a friendly person they are still equally ineffective at sorting anything. They will raise a ticket, so nothing and sometimes email to say it's fixed when in actual fact nothing has been rectified. They will take your money, that's the only thing they are good at.
Reviewer
Triumph not
Location
West Somerset
Date
16/03/2021
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
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.
Reviewer
A.Murphy
Location
Ludlow
Date
11/02/2021
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Excellent service. Very adequate alternative to FTTC after BT bypassed our area for fibre rollout. Easily achieves the promised 40/10 speeds and reasonable latency. Occasional drop-outs but otherwise an excellent service. Very quick and painless install. Helpful installers. Good customer services and billing teams. Highly Recommended. Sign up in confidence!
Reviewer
Ben
Location
Devon
Date
10/02/2021
Comments:
It is a waist of money live very close to a airband tower and keeps cutting out I have made more phone calls to them than I have in my life time dont waist your time service is absolute shambles would be better if they worked at an airport as they give no flying
Reviewer
Ali Kheradnejad
Location
Archery Fields, Battlefield, Shrewsbury
Date
03/02/2021
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The speed is not what they promised! My contact was ultra fast Broadband with150 MB download and 50 MB upload. During the day hardly it hits 30 MB and 20 MB upload. Also it's not very reliable and have had loads of disruption during my video calls. I wish I've had another option to switch but to be fair until competitors are in my location you'll be okay with normal broadband instead of this mockery of so called ultra fast Broadband
Reviewer
Ray Bruce
Location
North Devon
Date
27/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
If I had a choice I wouldn't touch these with a barge pole. Thier service is beyond a joke. I have made more calls to them than to ANY company or service that I've used in my lifetime. I've lost a huge amount of income due to not having any Internet. They couldn't give a flying ****.
Reviewer
Andy
Location
North Shropshire
Date
21/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
WARNING. This glossy company don’t provide the service you pay for. Short and sweet I have spoken to Ofcom who were very helpful and advised I make an official complaint. Airband are ignoring my communication contravening their complaints procedure. They have eight weeks to resolve problems. Ofcom advised if you are not happy complain to Airband and this should es a late the situation.
Reviewer
Amy
Location
North Devon
Date
12/01/2021
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
This company is a complete joke! Was told to expect great things from Airband themselves as we have poor broadband in our area and that they pride themselves on great service for rural customers! Well we had 1 week in November (after installation) where it worked perfectly, speeds we have only ever dreamed of). Rapidly went down hill, intermittent service and then down completely. I counted 18 telephone calls to various numbers, 8 e-mails and not one of them was replied too. Every time I had to leave my number for someone to call me back - that never happened. Finally got through to someone that said they couldn't guarantee their wifi signal and that I had to purchase a booster! I don't think so!
Reviewer
Peter Loveday
Location
Bromyard
Date
06/01/2021
Comments:
We booked Air Band on the 20th November, on a promise of 3 weeks installation, however they would try for two. It is now early January, and we are still waiting and have had our installation date deferred for the third time.This company are atrocious for customer service, no one seems to call you back inspite of constant promises to do so, they are an absolute shower. I have now cancelled completely with them.
Reviewer
William Carver
Location
Welland, Malvern, Worcestershire
Date
05/01/2021
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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!
Reviewer
Ruth Williams
Location
North Shropshire
Date
21/12/2020
Ratings
Customer Service
2.00 stars
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.
Reviewer
Andy
Location
Calverhall
Date
19/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Med Evans
Location
Whixall
Date
17/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Andy
Location
Calverhall, WHITCHURCH
Date
13/12/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
Comments:
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
Reviewer
chris
Location
devon
Date
03/12/2020
Ratings
Speed
2.00 stars
Reliability
2.00 stars
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
Reviewer
Tom
Location
Ludlow
Date
03/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
RUBBISH
Reviewer
Reggie
Location
Shropshire
Date
03/12/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Have been trying to have Broadband installed. The company is a complete and utter joke. Customer service is non existant.How ever slow your broad band is stick with it.
Reviewer
Darren G
Location
Shropshire
Date
25/11/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Rob
Location
North Devon
Date
23/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
1.00 stars
Comments:
Avoid like the plague. All the other reviews sum it up. Can’t watch a film or catch up without it dropping out. It didn’t work at all for 3 months but at least they refunded me for that period. Speed is great off peak (although the radio keeps dropping out today) but drops to nothing in peak times. They have clearly taken on too many customers and now can’t supply the bandwidth. I’m cancelling as they can’t fulfill their contract. Customer service is non existent. How can a company like this exist? I wonder if they are getting any government funding - if so hopefully somebody is checking up on what’s going on. I suggest it’s very close to being fraudulent or a scam.
Reviewer
Emma
Location
Tenbury Wells
Date
21/10/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
scarab4T
Location
North devon
Date
29/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
would give 0 stars if I could - just write to Ofcom, Riverside House, 2A Southwark Bridge Road, London, SE1 9HA ( I have) and complain about the abysmal service - bad reviews on here seem to make no difference to Airbands attitude towards their customers
Reviewer
Dave J
Location
BRIDGNORTH
Date
22/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Emma Brealey
Location
Devon
Date
21/09/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Richard OLeary
Location
Tavistock
Date
04/09/2020
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
3.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Tom Goodwin
Location
Ludlow
Date
27/08/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
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.
Reviewer
David Williamson
Location
North Devon
Date
17/08/2020
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
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%....
Reviewer
Julie
Location
North Devon
Date
27/07/2020
Ratings
Satisfaction
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
DJ
Location
West Somerset
Date
17/07/2020
Ratings
Satisfaction
2.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
2.00 stars
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.
Reviewer
J P
Location
North Devon
Date
09/07/2020
Comments:
Have been with Airband since they took over from WildWest around 3 years ago. Since then the service has been diabolical to say the least. We regularly experience intermittent and long downtime Internet connections. In fact, we are having to use our mobile data right now as the service has been down 3 times already this morning and it is only 10am! Despite contacting them many times both by phone and by email, we rarely come away feeling satisfied with their response. They often try to blame our own receiving equipment when in fact 9 out of 10 times it's their radio equipment that's at fault. If you live in the North Devon area then we beg you to avoid them as if your life depended on it. Unfortunately for us, broadband is even worse in our area and fibre optic connections do not exist here so we are stuck with them. Never known of any other company as dire as these guys are. We are now contacting trading standards for advice.
Our own ratings are as follows:
Overall satisfaction: no stars
Customer service: no stars
Broadband speed: no stars
Broadband reliability: no stars
Avoid! Avoid! Avoid!
Reviewer
BU
Location
Holsworthy Devon
Date
08/07/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
David Dyas
Location
Shrewsbury
Date
08/07/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Derrick larkins
Location
Bromyard
Date
06/07/2020
Comments:
No answer ..no show to install..absolutely no return calls ..so I cancelled before any more bull....
Reviewer
Clive Struver
Location
North Devon
Date
30/06/2020
Ratings
Satisfaction
3.00 stars
Customer Service
3.00 stars
Speed
4.00 stars
Reliability
2.00 stars
Comments:
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.
Reviewer
Vanessa
Location
Shropshire
Date
30/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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!
Reviewer
Jane Lowe
Location
Northern Devon (Torridge)
Date
27/06/2020
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
3.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
Gary
Location
Tavistock
Date
19/06/2020
Ratings
Satisfaction
3.00 stars
Customer Service
2.00 stars
Speed
2.00 stars
Reliability
3.00 stars
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.
Reviewer
Clive Struver
Location
North Devon
Date
17/06/2020
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
JJE
Location
Ellesmere
Date
16/06/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
2.00 stars
Reliability
2.00 stars
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.
Reviewer
Graham Cripps
Location
South Molton
Date
28/04/2020
Comments:
Terrible service since being misquoted originally and cancelled the installation without notifying us.Had no speed for two months and was told the band width was being widened two weeks running only to be cancelled the day before on both occasions.Spoken to numerous people there and nobody ever gets back.£102 a month for terrible wifi.They have refunded last months fee but you should not pay for a service that's not being provided.The engineers are the only ones to escape criticism as they have tried at least.A shambles of a company who don't seem to care once you have signed up.
Reviewer
Martin
Location
Devon
Date
27/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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
Reviewer
Harry
Location
Tedstone Wafre
Date
02/04/2020
Ratings
Satisfaction
1.00 stars
Customer Service
3.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
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.
Reviewer
Linda Mason
Location
North devon
Date
01/04/2020
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
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.
Reviewer
Jerry
Location
Shropshire
Date
27/03/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Griffiths
Location
Burley Craven Arms
Date
20/03/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Devonian
Location
North Devon
Date
22/02/2020
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
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!!!)
Reviewer
Steve
Location
Welshpool
Date
19/02/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Comments:
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.
Reviewer
Trevor Sparrow
Location
Charlton Hill
Date
30/01/2020
Ratings
Satisfaction
5.00 stars
Comments:
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.
Reviewer
Jeffrey Benson
Location
Sparkwell Devon
Date
28/01/2020
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
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.
Reviewer
Andy Cooke
Location
North Shropshire
Date
15/12/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
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
Reviewer
Ben
Location
Arley
Date
08/12/2019
Ratings
Satisfaction
5.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Has been installed for 6 weeks and very pleased so far.
Consistently get 40+ mbps at all hours.
Big improvement on previous.
Reviewer
Mark
Location
Torrington
Date
05/12/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Airband advertise as High speed broadband for rural areas.Purchased 9 months ago of which 6 months were good. The last 3 months are shocking. Now the lowest internet I have had in north devon for the priviledge of 8 times the price of sky! Often I have no service at all. Customer service waffle and close tickets without ever talking to the customer and keep coming up with poor excuses regarding upgrades etc, etc and still the poor service remains.I would advise use alternate means if you live in the North Moor area.
Reviewer
Simon
Location
Neen Savage
Date
25/11/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Fantastic support from start to finish.
Installation was a breeze (despite the height and access to our property being a challenge). Ed, Dave and Jim were brilliant.
Now enjoying speeds of 50MB download and 10MB upload (compared to 2MB and 0.5 upload on a good day with BT).
Very VERY happy
Reviewer
Derek Reynolds
Location
Shropshire
Date
06/11/2019
Ratings
Satisfaction
5.00 stars
Speed
4.00 stars
Comments:
Ben installed out equipment on Monday last, was efficient and courteous. From EE's average of 1.76Mbs, Ben got us to 40+Mbs on test. So far so good, and no freezing and buffering experienced on 'on-demand'TV which previously has been a nightmare.
Cannot comment on customer service as yet, nor reliability (early days), but looks good.
Reviewer
Tracy
Location
Claverley
Date
28/08/2019
Ratings
Satisfaction
5.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Fantastic install by Jaco he took care and talked us through everything he was doing, very pleased however the customer service side of this company let's it down we have to make several phone calls and nobody really knows what's going on and not very enthusiastic to help. Hope if I have a problem with my broadband they are better, fingers crossed.
Reviewer
David
Location
Guarlford
Date
25/08/2019
Ratings
Satisfaction
3.00 stars
Customer Service
1.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
When finally Installed the actual installation by engineers Alwyn and Ed went very well indeed, they were excellent. Same can't be said for customer service or customer support. So far that has been as bad as BT. For example, no response to issues, no explanations to why service has dropped out etc. Good download and upload speeds as advertised. Not stable or reliable thus far. But above all very poor support, just don't bother responding. Now where have I experienced that before? I guess with Airband you get the same appalling customer service as BT but a faster internet. But on the other hand BT internet service is reliable.
Reviewer
Richard
Location
Hopton Wafers
Date
13/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Ordered Airband online, provided direct debit details, received confirmation email stating I would be contacted within 2/3 weeks to arrange survey, received letter stating direct debit had been set up. 3 weeks later still no contact about survey so I send email to customer service , no response. We then have advertising from Airband put through our letter box , so I call Airband to see what the delay was to be told that they can’t fit it in my area !!!!! No survey, no contact and clearly when they send advertising out they have no idea of area etc , very poor service will not recommend as bad as the big boys
Reviewer
Nathan Lofthouse
Location
Shfinal
Date
05/08/2019
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Haven't had the internet installed yet, its taken 6 weeks to be told that they have made a mistake, I know everyone makes mistakes, but ive been in dire need of internet and I rang every two days to try get an update and for some reason people just didn't know what was happening. Just shocking really. I will be having the internet but something must be done.
Reviewer
James Rowson
Location
Bridgnorth
Date
02/08/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
ED the engineer was extremely helpful lovely bloke. Changed from Bt with speeds of 1.8 to now 35-40 absolutely fantastic really good company.
Reviewer
Dave
Location
S.Shropshire
Date
01/08/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Engineer Ben did a great installation job. A minor router tweek by Tech Support fixed a laptop connectivity issue.
Service is operating to spec. Now get 40 to 50 Mbps download and 10Mbps upload - about 40x faster than the old service. Very happy so far.
Reviewer
Dianne Thompson
Location
Welshpool
Date
22/07/2019
Comments:
Not rateable!!! Absolutely appalling customer service. Promises of call back - never happens!! Trying to get issue resolved - still not sorted after first reporting 3 weeks ago!! Subsequent calls and promises - fruitless!! Even told an engineer had called on Friday to resolve issue - they had not!!! Needed internet for work issue but had to travel 30 miles to friends house to deliver via their internet connection.
AB - they say we can only apologise!!! Not good enough.
Still waiting for a confirmation call to advise that engineer will actually be deployed today - we can only reboot, disconnect and reconnect so many times to know that this is NOT the problem!!!
Reviewer
Lauren
Location
Telford
Date
09/07/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent service. Broadband was easily set up and installed. Jaco was very helpful and went through everything we needed to know. Many thanks
Reviewer
Paul
Location
Telford
Date
08/07/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Service from the installation engineer Jaco was first class. Only been installed for an hour, but so far, so good.
Reviewer
Peter Gwillim
Location
Sampford Courtenay
Date
02/06/2019
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent service, at last a company that can compete against BT and 4G rip off companies.
Reviewer
MWE
Location
Tenbury Wells
Date
25/05/2019
Ratings
Satisfaction
4.00 stars
Customer Service
4.00 stars
Speed
5.00 stars
Reliability
3.00 stars
Comments:
Had a problem with only getting c6mbps instead of 20. After a few tries with solutions failed to solve the problem an engineer arrived and sorted the problem - a faulty router and we are now getting the 20mbps we had been getting before the fault. The engineer (Jake I think) was brilliant, helpful and informative.
Reviewer
JH
Location
Shropshire
Date
08/05/2019
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
4.00 stars
Reliability
1.00 stars
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).
Reviewer
NICOLA
Location
WEMBWORTHY
Date
11/02/2019
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
3.00 stars
Comments:
well our broadband connection has been quite good really but of late we seem to be having a issue again with losing connection , but after speaking to a very nice man called Matt he has sorted the issue , long may it last thank you Matt.
Reviewer
Sarah
Location
Barnstaple
Date
21/09/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
So long copper broadband, you will not be missed. Hats off to Airband. We we were in a marginal location for reliable connection but they surveyed several times and were willing to connect even though we were not in brilliant location (so risk we would cancel...). So glad they did. even with recent storms we achieved 18mb. Yes its slower than 30mb but this is still 6x what the openreach / plusnet could supply. Most times we are at / close to 30mb. We are happy, but if you live in the country you have to accept extremes of weather impact - whether its 5 days lock-in due to snow drifts or a few hours of slower broadband becuse of extreme weather. We tried satellite broadband and this is way better - latency so bad the speed test was no better than copper broadband. And even moderate rain knocked it out. I have Zen broadband in London on 50mbps service, no complaints, but latency is higher and Airband at 30mbs seems faster when internet browsing. Dont forget upload speeds, never seen them less than 2mbs.
Reviewer
Michael Tutty
Location
Dawlish Devon
Date
20/08/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Just had airband installed around week and half ago, speed is fantastic exactly what I’m paying for 30MBPS download which in the area I live all my neighbours have between 0.2mbps to 2.0mbps. The engineer was fantastic and hope a number of my neighbours will see this review and also join airband.
Reviewer
S Moor
Location
Welshpool
Date
12/07/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
New to Airband... miss communication, poor communication & shocking customer service! Not interested in how things have gone wrong or how to put them right... unable to put themselves in the customers shoes, simply not interested. Given cooling off period to pull out as an option instead of any resolution.
Reviewer
Peter
Location
Rogers
Date
07/06/2018
Ratings
Satisfaction
5.00 stars
Customer Service
5.00 stars
Speed
5.00 stars
Reliability
5.00 stars
Comments:
Excellent service after a two year battle with bt for a non existent service, it was nice to have knowledgeable staff and service to match.
Reviewer
Chris
Location
Tarrington
Date
16/05/2018
Ratings
Satisfaction
5.00 stars
Customer Service
3.00 stars
Speed
5.00 stars
Reliability
4.00 stars
Comments:
Had Bt 1.2M !!! now have 31M. :)
Reviewer
George
Location
Smith
Date
02/05/2018
Ratings
Satisfaction
4.00 stars
Customer Service
5.00 stars
Speed
4.00 stars
Reliability
4.00 stars
Comments:
After being with BT on lousy speeds of 1.2 Mbps i moved to Airband 7 months ago and WOW my speeds are just amazing 26mbps download in a rural area of Worcestershire. This is just amazing.
Staff are excellent always a pleasure to talk to especially the customer services team. Keep up the good work guys.
Reviewer
Gary P
Location
Bishope Frome
Date
26/04/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
We're had Airband for 18 Months (Business tariff @£50 per month) and in that time never reached a connection speed of more than 1.5mb. We moved from BT on the promise of up to 4mb and no lower than 2.5 mb. Raised issue with AB but only tried to change us to POPP connection config and slight change. Bad weather and connection drops. Although breaking contract early due to not meeting there minimum of 2.5mb still want to charge rest of contract less 20%. Moved to other provider using VOIP and getting 28mb connection. Cannot recommend best avoided
Reviewer
Cassie
Location
Worcester
Date
29/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
1.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
The connection constantly drops out, if the weather is slightly bad rain or wind, forget it the connection will fail.
Always slow streaming movies is out the question you will be lucky to be able to send an email.
Reviewer
Bill
Location
Exmoor
Date
16/03/2018
Ratings
Satisfaction
1.00 stars
Customer Service
2.00 stars
Speed
1.00 stars
Reliability
1.00 stars
Comments:
Great idea and technology. Unreliable and lousy customer service
Comments: