Bigblu Broadband UK ISP Customers on Avanti Satellite Cut-off

Customers of UK ISP Bigblu, specifically those who use broadband packages based off the Satellite network from Avanti (HYLAS), have been suddenly and unceremoniously disconnected from their internet connections after Avanti “suspended the supply of satellite broadband to us with no notice.”

The problems appear to have started on Wednesday 24th July 2019 after the provider’s Facebook page reported that they were “currently experiencing an outage on our Avanti service.” The provider added that they were “trying to resolve the problem as quickly as possible to ensure limited disruption.”

Bigblu’s support agents have since informed some angry customers that the problem occurred after Avanti “suspended the supply of satellite broadband to us with no notice” and, while they attempt to resolve that issue, they’ve also been offering a “range of newer, faster and better value satellite services which we can offer customers” (no doubt not on Avanti’s platform).

According to one of those customer’s affected (Claire): “I understand from having had a number of calls with BigBlu today that the Avanti satellite was going to be removed from service sometime in Aug. This is why Avanti customers have been receiving sales calls and emails trying to get us to move to a new package over the last few months … the only difference is that it happened earlier than BigBlu anticipated.”

Bigblu’s Current Service Status Notice (26th July 2019)

We would like to share our apologies once more for the outage which has been affecting our Avanti customers. We’re in the process of contacting you all directly to help reconnect your service. We appreciate the frustration this has caused and would like to reassure those affected that our team are working hard to resolve this issue. If you are currently struggling with connectivity please send us a private message.

ISPreview.co.uk has reached out to both Avanti and Bigblu for a comment but unless a solution can be found to resolve the dispute then customers could be left to wait awhile before they can get back online. Changing to a different Satellite tends to require an engineer visit (either a new dish or re-alignment of the existing dish – except different satellites may not always work on the same dish), which could take a few days to arrange.

Meanwhile a big question mark also exists over whether or not Bigblu intends to refund for loss of service and, despite what the ISP says, some of those affected say they’ve yet to be contacted and are struggling to reach the provider. It’s worth noting that people who tend to use Satellite often do so as a last resort, usually because they can’t get a good connection by any other method.

UPDATE 6:45pm

We’ve had a statement from bigblu.

A Spokesperson for bigblu told ISPreview.co.uk:

“On Wednesday, 24th July Avanti took the unilateral decision to suspend broadband services to our customers, we cannot go into any further detail than this at this stage. While we are discussing resolutions with them, we do not have a timescale as to when connectivity will be restored.

However, our team are working hard around the clock to rectify the situation for our customers to minimise any further disruption. We understand how frustrating this situation must be for our customers and are in the process of contacting them directly to help them get reconnected as soon as possible.

As an additional gesture, we are offering a free upgrade to one of our next generation broadband packages which offers fibre-like speeds with no limits at no extra cost and with an exclusive offer in recognition of the inconvenience our customers have experienced.”