Air Broadband 

I’m a customer from Air broadband that had migrated to Zybre and from Zybre to Octaplus. Just search the other two companies and you’ll get the definition of bad customer service. Emailed Octaplus stating that I didnt want to migrate over and have no intention of signing up with them. That I’ve already moved onto another ISP aka VodaFone ( definition of great customer service). Their reply was a genetic email stating welcome to Octaplus and that they basically the best at everything lol. Honestly been there done that, all nonsense. To the current customer of this company I wish you good luck or get out now cause its going to get worse with this migration and it already seems like the same old bad customer service as the previous companies.

Echoing everything else from the reviews about the customer service but will add that despite having our service cancelled as they no longer provide broadband, they've continued to attempt to take payment for now two months after. DO NOT get involved with these clowns.

I had airband installed at end of January. Couldn’t get hold of them at all trying to fix the problem of awful signal. There was another router extension supposedly being sent out of wish I never receive. Was not even with them a week and cancelled my DD the same week. The chap that installed it was great. The company isn’t worth even worth trying. Moved back to current supplier. If I could have gave a zero If could. Also still waiting for them to remove there router from my wall

Back in 2020 this company was great. However, our internet went down on Wednesday morning and since then (it is now Sunday) we have not been able to get in contact- by phone , email or via their website. We are left with no choice but to switch provider in the hope that will restore connection quicker. I wonder if they are even still in business tbh

slam your door in AIRBB or zybre come knocking

When I started as an Air customer (2021) they were excellent, the support was slow (due to low staff numbers) but otherwise, the performance and knowledge of the person I spoke to was excellent.

In 2022 I started to encounter the random disconnections which were always attributed to City Fibre in Derby (although it didn't appear to be affecting any other supplier who used the City Fibre Network.

Fast forward to the new year, we have been experiencing problem after problem and the support was unavailable. We learned that in November they were bought by Zybre and all of the Directors and staff were let go, this was not communicated officially until the 9th of March in the middle of another internet blackout.

We then received a letter from City Fibre Warning us of the issues with Air/Zybre and instructing us to get another provider.

I am happy to say I signed up to GigaNet (giganet.uk) and we go live on Tuesday with an Eero pro 6E router and THREE free months.

This has been the most frustrating experience I have had with a supplier as I have been trying to balance working from home and the constant threat of No Service. One Star is too much for this company.

Air broadband sold North Yorkshire network to a company called Voenus over 2 years ago , yet just yesterday airbroadband sent me a email informing me that our direct debit payments would be collected by eaziypay , very concerning and no way of contacting them

I was an Air Broadband customer for 2.5 years without any issues... until Zybre took over.

We received no notification of them taking over Air Broadband. I didn't receive anything telling me I was now a Zybre customer, and had to find out about the takeover via obscure Google searching.

We had several outages in February which they claimed on e-mail to me did not have anything to do with the takeover (I somehow doubt this). This communication I had with them will not last past this point...

On March 1st, I received a letter from OFNL. The letter stated that Air Broadband could no longer provide a service on their network, and were being formally removed by the 9th of March, meaning our service with Air Broadband would be terminated and we should migrate to another company before that date. Air broadband had already taken payment for March's service that morning.

I provided notice to Zybre's email addresses and Air Broadband's email addresses that I would be cancelling my Direct Debit due to them not being able to provide a service anymore, and I wanted a refund for the involuntary termination of service for between the 9th -> 31st March. I never received anything back from this.

On March 13th, I emailed both companies addresses again to confirm that I had cancelled the direct debit, as I could no longer physically receive a service from them, and wanted all association with me against service and billing to removed. Again, I hear nothing.

March 14th, I decide to call them while at work. I sit on the phone for 2.5 hours and get automatically disconnected. I tried a few more times and you'd always be 17th or 18th in the queue with an 86 min wait time. If you wait until 0 mins left in the queue, the time would just start counting up before eventually being disconnected.

March 15th, I receive an invoice for April's service. I attempt to call them again, this time you get disconnected within 2 minutes, not even put in the queue. I write another email with the previous emails beneath it, explaining that I will not be paying this invoice or future invoices because I cannot physically use their service via OFNL anymore (due to Zybre/Air breaching ONFL's terms). I also asked them again to remove any accosiation of me with their billing and services. I also highlight their inadequacy with regards to communication with their customers. You guessed it, I have heard nothing.

March 16th, I wake up and find out they posted on Facebook about the Air Broadband acquisition the night before, and how "doing the right thing" had put an unexpected "burden" on the company. Maybe you should've done some business planning to anticipate it! Your "good intentions" have screwed many people over, and we would've been better off if Air just went bust. They answered comments on that Facebook post (please note: they restrict who can comment in the first place). I try calling again - disconnected within 2 mins again... so they can answer Facebook comments but can't answer phones or emails? That afternoon, I then get an email saying the Direct Debit will be changing name. I send another email in response to the one the previous day, further emphasising that I cannot physically use the service anymore and reiterating that I want this accosiation removed. I still have not heard anything.

It is frankly disgusting and negligent how this company has acted. I am very concerned about the legalities and how my credit score will be affected by this cowboy company. This is because you can't get into contact with them to get a straight answer or deal with anything...

I have been recording being on hold and will be retaining call logs, my letters from OFNL, and my email trail to them as evidence that I have been trying to fix this account / billing issue but they have not been as willing to cooperate. It is causing me A LOT of unneeded stress, on top of the usual day-to-day troubles life brings.

Speaking to a colleague of mine who was also on Air Broadband (and canceled their service in February after the issues) has still been invoiced for March and April. He canceled the direct debit at the end of Feb and did not pay this as he was told the service was going to be canceled at the end of Feb.

What more can I say? I suppose we'll find out in the coming weeks...

Absolutely worse service and can’t get hold of anyone either Air broadband or ZYBRE. Customer service number goes straight to answering machine which says they are open till 6pm but I was ringing them in afternoon on working day. So frustrating and worse thing is they can get away with this when so many watchdog groups are watching. I don’t understand and confused.

Since being bought by Zybre this service is absolutely terrible. Now it seems I am completely without connection. Impossible to contact on the phone and no response to emails.

Why are they so rubbish now? It is literally impossible to get through to a human on their emergency help number. I am looking into a replacement provider as am sick of these outages.

Disgraceful company. I received no communication from Air Broadband informing me they had been bought out by Zybre, the first I knew was when I received a letter from OFNL telling me my service was being disconnected in 9 days time. The service from Air Broadband had actually stopped on 17 Feb without my knowledge, but OFNL had allowed them a run on period.
I found it very difficult to set up a new service as my address was already registered as being on the network, so it was all a bit of a faff. I was without service for a short time which meant no internet, no doorbell or cameras, and no alarm system! (All work on WiFi).
I contacted Air Broadband using their online form but haven't received a reply.
But the thing that's really grating... they still took my direct debit for the coming month on 28 February, a day before I was informed there was an issue, and two weeks after they knew they couldn't provide a service. At this point a refund seems unlikely...
DO NOT USE THIS COMPANY!

At 10am, they switched off service. At 11, the postman delivered a letter saying that air broadband were about to cut customers off. Their website is still up but emails and phones unanswered.

No internet - AGAIN! And they won’t answer their phones!! Main number on the website isn’t even in use any more. The number I have found the rings just gets hung up when you connect.

SOMEONE SPEAK TO ME!!

I am so annoyed. We have no broadband service it's been down for 24hours. We live remotely and do not get mobile service at all. We are completely cut off. The customer service number for air broadband now says not in use. What is going on?

Awful company, I received a letter from OFNL advising me within a week that my services were no longer supported on this network, I've emailed and attempted to call with no answer, even the number on their website doesn't work, you have to hunt but cannot clarify how to shut my account down. Avoid! 1 star is far too much

Our home broadband was installed on 15/02/2023 and we still have NO service today is 07/03/2023. Customer service are terrible! I was on a phone every day for 4-8 hours and no answer. Emailed so many times no answer.
How to cancel the contract God knows. just like a Ghost company! Avoid !
Derby city

Things started great with air, I signed up when CityFibre activated on my street, Air organised installation quickly, and on the day of connection, sorted an issue within the hour; they even registered my router MAC address on their network so I could use it without a middle router.

Fast forward 4 months.

2 weeks ago, Netflix started playing up, along with BBC iPlayer, naturally, I assumed it was my device, so I went through all the usual fault-finding steps, different device, wired instead of wireless, change the router etc, nothing, so I came to the assumption that it was a network issue, leave for 24 hours and reboot, nothing. I can still browse the net, but a number of video services are not unusable. I email Air support. Nothing.

3 days later, I emailed again, but nothing. I go to their website and the support number is in a different font to the rest of the website; weird I thought, but I ring "Welcome to Zybre Internet, for technical support, please press 1". I think I must have got the wrong number, so I hang up and try again. "Welcome to Zybre Internet; for technical support, please press 1". so while I am on hold ("you are fifth in the queue, we expect to answer your call in 35 minutes" REALLY? It is THAT slow?? how many (few) agents have they got?) I did some digging, turns out Air have been acquired by Zybre and has not told any customer; not a great user experience here, and they have transferred technical support to Zybre (which, by the way, is only Monday to Friday 9-5, so I can only have an internet problem while I am at work....). I get through to Daniel at support; first I ask if I am through to the right people as I expected to be speaking to Air technical support, and an uninterested "yeh" is the response I get, ok fine. I tell him the issue and he says they have had a few calls like this, they don't know whats causing it yet so they need to take a few details to gather what is going wrong, they can then fix the issue and they will tell us when its fixed. Ok, here are my details, I then explain I will try a few more things and email them in. He thanks me and we leave the call.

The next day I try using a VPN, and low and behold it works, so I email Daniel and let him no. I don't get any acknowledgement of the email.

A week later, no service improvement, and no email. So I email again, and I include the main technical support and customer service emails for good measure. That was yesterday (23rd Feb), so I am waiting for a response to that.

A message to Air/Zybre, I am happy to revise this review with a truthful and (hopefully) happy ending, if my service is restored and my emails replied do.

I ordered by router on 25th Jan, fibre installed on 13th Feb - I've still not received a router. I've left numerous voicemails and emails and still no response from Air Broadband despite trying to make contact since last Friday. Not sure how to cancel my contract without making contact. Tried an alternative provider this morning but they can't contract with me without proof that i've cancelled with Air Broadband. This is a nightmare! They seem to have ceased trading and the alternative company they are directing me to (Zybre) have very bad reviews.

If I could give them zero I would, line randomly drops, onlyt get 200 Mb when paying for 1Gb, no static IP despite being billed for it. Can't get through on the phone, no answers to emails, or support cases on their site. They have recently been taken over and their service is utter hell.

I shall be complaining to cedR shortly.