Air Broadband 

When I joined with Air Broadband mid last year, I should have noticed then that the customer service wasn't great and taken this as an indication of things to come. The speeds were good and largely as promised, but it had steadily degraded over time with frequent intermittent DNS failures and constant packet loss. Despite taking a lot of my time to investigate the fault as much as I could my side and send them various statistics and useful data to troubleshoot - they've been ignoring my contact for the last two months. I have emailed for updates and asked for the case to be escalated and to be given the details of a support manager - all ignored. Doing some research it looks like Air has been purchased by another company (Zybre) but I have received no notice of this. The new company offers less in terms of support and I'll be looking to cancel my contract as soon as possible.

As a good number of customers are having issues with their broad band and BBC access i thought this may be of use .
I have had similar issues and have tried every thing like most with no resolution so i called in my son an IT consultant and this is what he found .
My IP address which every broadband user has when traced was based in Germany in other words my laptop the one i an typing this on is or will send this note to Germany and you can read it any were in the world when you log in to trust pilot that is unless the site has restictions on it which is the issue with BBC and news papers ect because the broad band provider which Air and Zybre is bases abroad we are unable to access the above because these company restrict access to uk only or as specified .
To access you will need a UK based IP address or Air /Zyrbre need to sort out the connection I have left a note on both providers regarding this issue and look forward to their reply . If you know were to look you can find your IP address and google it and see were it ends up or were your connection is coming from .

Use to be great but seems the take over is going to lose them a lot of customers. I wasn’t even aware of the take over until my wife went down and it won’t connect to sky so I call air who said my account has been transferred. Called the new company and they only work Monday to Friday!! Great it’s Saturday so what am I meant to do… wait until Monday and cancel my contract… look elsewhere…don’t give these people a penny of your money!!!

Have router issues ...can't get hold of a single human to sort..looks like I'm off ,thankfully my contract is up
AVOID LIKE THE PLAGUE

Even on a week day all options apart from accounts cut you off and nobody is answering the accounts line

Absolute shambles of a provider.
Had issues arranging the engineer visit at start of December. Air confirmed the date, then sent me a later date. After complaining someone arranged for the original date to be held (this was when they actually switched their phones on).
Got installed - they sent me a different router to what was advertised clearly on their website.
Although until recently the service was consistent it was slow compared to what I ordered - I ordered the 1gb package - download speed never topped 500mps, and upload around 150mps. I called up, and they literally put a message on saying ‘sorry too many calls, email us instead’
5 emails later I finally get a response mid January asking me to do so basic checks (like duh you reckon I haven’t tried resetting my router?)
Anyway within the last week service has got patchy - I seem to get signal but can’t stream, my PSN won’t log in - I suspect it’s an issue with the router. Called them 3 times - each time I held I got cut off after 10/15 mins. Competed their enquiry form 3 times - no response. I’m done now and have arranged a competitor to install at the end of the month - working from home internet is too crucial, and I cannot accept such shambolic customer service. They only work mon to fri 9-5 anyway (mind you if they never respond I guess that doesn’t matter). Would give 0 stars if possible. Apparently they have been bought by Zybre - I’d avoid them like the plague too if this experience is anything to go by.

Ticket / issue system doesn't work, engineer never came to install, call centers just hang up your calls after 5 minutes without answering. Router was never sent over. 0/5

Been with Air for 18 months to 2 years. Speeds have been good and service has been excellent. Throughout this time we have had issues with our Sky TV. We could stream 4K movies on Netflix through our Sky box, but downloading a 30 minute long HD programme from Sky on demand would take over 2 hours, if it downloaded at all. Sky we’re looking into for over a year but had no idea what was happening. Eventually a Sky engineer came out and after about 2 minutes said the issue was that Air Broadband was on the list of non-compatible providers. Rang to cancel and Air said that was fine but didn’t send any confirmation email that the request had been processed and I had no date when I’d be cut off. Since then they’ve I gnored my calls and online form submission. Turns out the date was yesterday. Luckily no-one was working from home but of course the kids kicked off! Thanks Air!

Overall, speeds were good, service was consistent, customer service was good until I wanted to leave and of course the Sky issues were a big part of the decision to leave.

As with many other reviews on here I'd give it zero starts if I could. I ordered by router on 24th Jan, fibre installed on 27th - 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. I've cancelled my direct debit but 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!

Absolutely terrible. I’ve been waiting since December to get online. The router didn’t arrive before the engineers visit so that was a waste of time. The engineer, from a different company, said that was normal for Air Broadband so nothing was done on that visit. Air Broadband are not signed up to the Ofcom compensation scheme so when things go wrong they don’t care and they seem to have no interest in resolving problems, they don’t answer the phone lines for support or sales, they don’t return calls if you leave a message and if you email them you no longer get a response. I’d be amazed if Air Broadband are still in business in six months.

Found this thread after encountering the exact same issue as many on here.. no sign of my router and zero customer service (calls not answered/returned, email not responded to or even acknowledged).
So I called Zybre instead this morning - they bought Air Broadband back in November. I explained the situation and the person I spoke with seemed genuinely apologetic and helpful. She told me they had encountered issues transferring the Air accounts to Zybre, although that doesn't explain why Air are still even accepting new orders on their website and not simply redirecting potential customers to Zybre. Anyway... she said they would send my router out today via express delivery so I will wait to see if that arrives as promised. If you are stuggling to get answers from Air call Zybre on 0330 320 2062... they, at least, answer the phone!

I have not received my router before my cabel installation. But have been unable to make any contact with the customer services team. I have now sent 3 emails and phoned 5 times and this goes to answer phone everytime.

It's as if Air Broadband were ghosting me. I placed the order, and was surprised at how soon the go live date was - about a week. City Fibre engineers connected up the house to the infrastructure yesterday. As yet, no router has arrived, though it was supposed to arrive two days before the connection date. No comms to say that the router is on the way with tracking details, as is the norm. The engineers seemed surprised that no router had arrived yet.

I have phoned many times to get an ETA on the router and to see if my own router could be configured. Each time the call timed out and gave the opportunity to leave a voice mail. I left a message via contact us. I opened a support ticket detailing my router's WAN MAC so that could be used in the interim. Nothing back so far. I am within my 14 day cooling off period and will cancel with Air Broadband if I don't have a service by tomorrow.

If things change, I will update this review. However, my advice is currently to avoid.

UPDATE: As can be seen in other reviews, Air Broadband were taken over by Zybre - from whom I'm still awaiting some sort of Internet service. Review for them will follow once I have an outcome, but most likely also 1 star.

Never received my router its been 2 weeks countless calls emails and voice mails absolutely no response they ignore every point of contact you make canceling my direct debit today. Would give 0 stars avoid at all costs!!! The number says disconnected now the google contact me for air broadband extremely unhappy customer

Ordered a router from Air broadband on 26 Jan and it has not arrived. They said it would arrive 2 days before installing date but it has not arrived. I have phoned many times but no reply because all their lines are toooooo busy to take my call. I then sent several emails,with urgent messages but they have ignored them. The engineers have already installed the fibre line. Today I finally decided to take control of this ridiculous situation and have now cancelled the direct debit.

Had the Broadband installed over 4 month's ago, when we had it it I was pleased with the service and the speed, but the portal that's added with the package dose not work.
Despite various email and calls it was never sorted out. now 4 months on still not sorted and the 250MB promised speed is now 63MB, I have email 8 times called 14 times and left various messages but never received any support from these. I don't know if these are still in business as several out of 8 of there Directors has resigned, (Wonder Why) now they have the remaining one Jonathan Robinson but for how long is any body's guess.
read the reviews and see for yourselves how bad this company is, unless you view feefo and its all 5 stars for the provider, so that tells you its lies.

The service is terrible and support none existence, i would advise any boy thinking of signing up to this provider don't. look around and see what's available and make sure you read the reviews first be making a decision.
I am now sending a final email advising them that I will be cancelling the payment's until its sorted out.
under the consumer act the provider is legally responsible to make sure you are getting what you signed for, in this case we are not.

THE worst internet provider! Zero reply to emails, phones keep saying they are busy (called every day for nearly a week) even raised a formal complaint with a 3rd party. We have been trying to cancel our internet and heard nothing - avoid at all costs! Zero stars from us!

Absolutely awful customer service. Completely none existent. Been on the phone trying to get through to customer service for over 4 hours! No one ever answers the phone, no one answers emails. The service drops out constantly. AVOID AT ALL COSTS! Do not make the mistake of signing up for this service go with a reputable ISP.

- I didn't received my router.
- No customer service whatsoever
- Plenty emails has been sent, no response at all
- plenty phone call on their "service center" not even picked up the phone...
Now I'm just going to cancel my direct debit, and sigh another RELIABLE company. If you see this contact me ASAP dear Air "broadband"...

*****EDIT 2 ******
Has anybody managed to find another company and been able to change providers ? Zybre refuse to let you leave without paying a £50 cancel fee and they want the full amount of your remaining contract payments aswell .
Ofcom have said we should be able to leave without penalty but Zybre won’t listen .

****EDIT****
Called Ofcom today regarding this company and was told they have been bought out by Zybre , so all air broadband customers will be moved to Zybre , Zybre confirmed this on the phone today .

Shocking company . Wi-Fi has not worked since day of instal (46 days ago ) . Countless phone calls to try and get help .
On the miracle of chance you actually get to speak to somebody , they get customer services to email you .
The tech support for this company I wouldn’t trust to replace the batteries in a tv remote .
They suggest a router reset , then ask me if I have Wi-Fi range extenders then ghost me .
You put in a ticket on the website , but when you go back and look it says you have no tickets .
I have tried calling you , tried emailing you , left messages on the answer machine and submitted tickets and not a single reply .
My only option left is to stop all payments to you until somebody contacts me to help me cancel this below par service so I can move to a reliable company .

I wish I could give no stars as an option. They’re absolutely awful and don’t respond to phone calls or emails ever. I’m disabled and just moved into my own bungalow with live in carers and require the internet to talk to them through Alexa if I need them in the night. However I cannot do this and air broadband don’t understand the urgency I have.
When searching my postcode I found that air broadband was available in my area. But, it wasn’t until the engineers came to fit it that they said it wouldn’t work until it had been switched on by city fibre and approved again by air broadband. When I asked how long this would take whilst they were still in my home, I simply got “I don’t know” and I haven’t heard from anyone since! This was nearly a week ago with no communication since then.