It has been said that a company is measured not by its successes but by its failures and the following is an ongoing incident (30 November 2024) and the second I’ve experienced with Airband and customer services in four months. For those that read reviews please choose your provider very carefully, it’s your hard earned money and I wouldn’t want you to go through what is currently happening to me Two years ago our small rural community had a very good local service provider that through personal circumstances withdrew from the market and ‘sold on’ their small client database to Airband. At the time the only service Airband would offer in our Devon location was 4G. Fast forward to Nov 2024 and 4G regardless of their website showing it’s an available service offering is no longer provided.It is though a contractually supported service and when an incident is raised should be investigated and resolved in a timely manner. My incident was raised on 21 November with their customer service desk. Airband have provided themselves with a very generous 5 working day SLA (Service Level Agreement), and with nothing heard by start of working day 4 and inc weekends 6 days in total I contacted Airband and gave their agent a ‘heads up’ that the next working day Airband would have failed their own ‘contractural?’ SLA. I also obtained the email address of Airband customer complaints and with nothing heard on a fix that day copied them into a mail late afternoon. Nothing heard from Airband working day five Nothing heard from Airband working day six so I called again and then a lot started to fit into what is an interesting business model. 1) Unless the customer is proactive little to no customer communication from Airband. 2) The Service Level Agreement has little value and isn’t something that can or will be kept to 3) Escalation seems to be the agent informing their supervisor whom appears to do little to nothing with the information - see note 6 4) Customer complaints eventually sent a mail after TWO working days that Airband have 28 days to respond and resolve an incident - their words not mine. 5) When a customer contacts Customer Services an agent will NOT let you speak with anyone else in Airband ie their supervisor, the complaints team, tech support etc 6) An agent will irrespective of what you request only and constantly tell you that for my incident - it is waiting allocation 7) Incidents seemingly can be held in a waiting allocation state for as long as Airband want and as a customer there is nothing you can do about it Airband do on occasion read and reply to poor reviews so for the record on 02 December 2024 it will be 8 working days without service and inc weekends 12 days in total and please don’t be patronising by telling me that -Airband have failed to meet their own high standards - once I can accept but twice in a short period is a sign that internal processes are failing, need reviewing and definitely need a rewrite that puts the customer first and does not see them as an inconvenience that might or might not at a time of their choosing deal with. Update 02 December 2024 Incident SLA (Service Level Agreement) - 5 working days Working days without service. - 8 working days Total outage days inc weekends. - 12 days No call from Airband today just a request via Trustpilot for a few additional details and included in those I added a -new- second incident number. The new number might or may be a sub case to the original incident or Maybe the original incident was closed when it got near to failing SLA so it didn’t affect a teams KPIs (Key Performance Indicators) and a new incident raised cross referencing the earlier incident so the 5 working day SLA clock under the new number could start again. I wonder if either is correct or there is a different explanation? An interesting response that as an network engineer and senior customer services manger might be half believable to non technical folk but those of us that know different its a ‘tell’em anything and hope they’ll believe it’ reply that doesn’t go even part way to answering the questions I have. If Airband wants to discuss, you have my number all Airband needs do is reach out to me. Update 11 December 2024 Incident SLA (Service Level Agreement) - 5 working days Working days without service. - 15 working days Total outage days inc weekends. - 21 days Engineer attended site and replaced the SIM card in the router. Fix time no more than 10 mins. Says a lot about Airband that as a 'gesture of good will' I am fortunate in being offered one months service free. After the extended downtime and as I replied to Complaints today (first time I've heard from them since they replied Airband have 28 days to fix) I would prefer they saved their money and spent it on training their Supervisors in Customer Service Management.

Airband renewal time - time to renew has come along. Despite my missing a few calls from Sarah Aybey we managed to complete negotiations on the renewal price to our satisfaction. Timely responses to my emails etc and all was settled quickly. Happy to renew for a further 18 months. many thanks Sarah.

You did not keep me updated with my order, I requested an update twice but all I got was a massage say that you were still looking into my requested. I complained on Trustpilot, I supplied more information at Airband's request. I still didn't get any response.

Fantastic service, great customer service and a great product

We live in a rural are and struggle to get good internet. We were so excited to find Airband. They promised us instant speeds of 40Mbps, which would go up into the 100s within the next year or two. When I asked how they could promise so much more than anyone else in our area they said better technology. The engineers who came were fabulous, really friendly, respectful and helpful. However, the customer service to arrange appointments was poor (had to keep chasing) and it turns out they can't give us a connection at all, despite all the promises of the sales team and sending out two different engineers with different kit. Please be honest about what you can provide. Thank you to Airband for your response. Unfortunately you've demonstrated the miscommunication. We explained in our feedback that the customer service was not good and we kept having to chase appointments - you've said you were glad the customer service was good. We completely understand that you can't always provide a signal, but in that case the sales team should be clear from the outset and not make such grand promises. We would recommend working on clearer communication and more consistent customer service. Once again, the engineers were excellent.

Ordered Airband package on the 13 November with advisor over the phone and was advised engineer/surveyor would be in touch in 7 days to arrange survey. To date I have heard nothing regarding survey. I have emailed the advisor for an update but no response. Can you provide update regarding the survey as we are currently on an expensive package with BT and wish to transfer asap. Thank you

Fairy easy process and decent communication throughout. Bit more complicated as needed a Road Closure to complete installation, which required a few more phone calls. But really helpful guys installed, yet to fully test service bit seems ok.

Signed up 13 weeks ago, still NOT connected.

To start with, the lady who dealt with my renewal so professionally. Oh her name, Donna Bond. Being located in the countryside with no chance of achieving traditional Broad Band from the major suppliers, I have been with Airband now since they first installed 2 years ago. In that time we have only had one major issue caused by hedge cutting by others which was quickly resolved and only a few minor drop outs.

Having initially been unable to establish a strong enough location, Airband then sent out their senior engineer to do a thorough evaluation. He successfully found a connection for us and our installation was completed two weeks ago. We have experienced no problems whatsoever and thank Airband for their perseverance. Our download speed is now 100 times more than that which BT provide in our rural location.

The service I received from Donna Bond today was friendly professional and responsive.

Just renewed my broadband after having a great service over the last contract. Renewing was easy, with a great price and all it took was an email to confirm. Many thanks to Sarah Aybey for her assistance.

Jack Johnson what a star he installed our new Airband Internet but also set up everything from our TV and computer to our mobile phones. Absolutely unbelievably good service and a really nice guy....Thank you.

I Spoke with Tara on the phone, and they were a brilliant help, explained the whole process to me when I was a little confused. Thanks!

After making an enquiry I received several follow up calls and eventually placed an order. That was two weeks ago. Since then I have not received any updates about when the survey will be carried out - I was told two weeks from the order- nor have I received an answer to an emailed query to the person who took my order. Not impressed so far.

I would have give 5 stars if they had let my previous provider know I was switching as promised so I ended up have to do it my self and pay for an extra 2 weeks and they haven’t replied to my email asking why it wasn’t done. That to one side the actual install was super smooth and so far the broadband is brilliant. Upgraded From 27mbs with sky to 600mbs . Games would take 11-12 hours to down load on pc and ps5 but now it’s under 15 mins . Really happy with the product just let know by customer service . Update - as per comment below I have an email from one of your team stating you will let my current provider know and I put it on the comment section of the order very frustrating .

Total lack of communication from Airband. Cancelled the order due to poor customer service

Sarah Aybey was very helpful in tailoring the contract to our needs.

Spoke to a fantastic chap named Jack Beckett, who got us up and running in just 5 working days. He was super easy to talk to and he kept me informed, every step of the way. We are absolutely delighted with the service from airband, the installation engineer was incredibly quick and our broadband speeds are now the envy of our neighbours. Really can't over emphasise how smooth the whole process was, highly recommended!

Had a query with them today and it was resolved quickly and efficiently by Emma Underhill