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sparkeyfox's Review for Airband

 Airband (Broadband Fixed Wireless)
Posted: 29th Oct, 2013    By: sparkeyfox
Title: Poor Customer Service
Airband Package: Home 20mbs

Having suffered very low broadband speed and unreliable broadband due to aging BT exchange infrastructure in our area, Airband appeared to be the ultimate silver bullet when they held a public meeting in our village hall, offering a fast stable internet connection that "just worked".

Reality
Installation was carried out professionally in under 1 hour by an Airband appointed engineer and initial speed was logged around 17mbs - happy days!

Unfortunately this was short lived and speeds would regularly drop below 10mbs - on calling and emailing support the stock answer was always "we will get an engineer to look into this and get back to you" then I would have to chase 3 or 4 days later to be told the same.

When an engineer was eventually sent out some 3 weeks later, a speed test was done and I was basically told that it was my aging laptop and tablets that were at fault.
I then had a 2 moth battle of providing pages of speed tests with dates and times showing that on occasions I would receive the advertised 20mbs, however for long periods I would only get 1-5mbs - The engineer rarely answered my emails, but did come again and announce everything was ok with the Airband system" After 3 months of continued grief and VERY little support or input from Airband staff
the System fixed itself and my same equipment regularly tests at 18 - 22mbs with the occasional except able drop to 10 - 12mbs

Summary

Having spoken to other local Airband customers
those that have had issues are consistent with the fact that when things are working Airband is great, however support is almost non existent or VERY lacking to say the least, and can be exceptionally frustrating.

Have also found the staff who answer the main sales line to be arrogant and rude.





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