Air Broadband 

If zero stars was option I would have chosen it,
Customer service is nonexistent, the number given rings the gives a repeat message before going into voice mail. 01223653400, email has been sent and no response, this company has glowing reviews on its website, all lies
Router has reset multiple times , still no Internet,
DO NOT USE THIS COMPANY

The installation was fine, but their support is terrible and the quality of the service is slowly but steadily degrading. I've been chasing them for weeks and provided a lot of information to help them troubleshoot the problem but I've had no useful responses at all. Occasionally they'll reply but only to make it look as though the case isn't pending them to take any action. If you reply ASAP, they'll ignore you again.

I am currently maintaining a diary of my ongoing attempts to get my new full fibre internet and VOIP from City Fibre and Air Broadband working properly. I will post a full review if and when this saga ever ends.

Quick summary, don’t believe the hype. If I could give this zero stars, I would.

As I write this we are yet again totally without broadband and telephone.

If you are still tempted, and need VOIP, my advice would be to wait until City Fibre’s current exclusive agreement with Air Broadband has ended and see if Zen Broadband is any better!

In the rare occurrence that I have a drop in performance, the customer support service has been in touch within the hour, diagnosed and fixed immediately.
On one occasion the router was the cause and needed replacing, the new model was shipped foc and configured ready for install, arrived and in situ within 24 hours. Amazing service, very personable staff and not a queue in sight. Highly recommended, and highly reliable broadband.

Recently signed up with Air, the entire process was done via email and Sam was great in getting everything organised and up and running. Once the router arrived it was set up within minutes and the line was active within a few hours. No issues so far and pleased overall.

I have been with airbroadband for 17 months now. So I can say this is not a knee jerk review.

the TLDR. Do Not Use.

the first 6 months were plagued with routing issues that resulted in many sites just unreachable. certain DMS online just could not respond.

however the customer service has been terrible at nearly every avenue from wrong router first delivered. to daily outages for months where it looked like the service was resetting every day in the evening.

But the worst so far is service dropout affecting my street one day before christmas. every other customer on alternate ISPs was able to contact their ISP to make them aware of the issues. Mine however simply closed for 5 days. no contact. no return calls. just GONE. its now 6 days later and i know a ticket is open only by the automatic response. I say this specifically as i still cannot speak to a person to find out the status of the ticket as the system rings out every time i contact support...

Router arrived on time, installation of fibre took 30 mins.
Worked first time.
Had a glitch which they presumably fixed from their end.
All in all a good job. Only £20 if on benefits .
Recommended for changeover from copper landlines by 2025 .

Engineer arrived to do external installation one day late on Thursday 17th November. Told us router would arrive in 1-2 days time. After many unanswered phone calls and a message, was told several days ago router would arrive "ASAP." Now 11 days later still no router. Not an auspicious start. Have been given no evidence of router posting: courier or delivery service, so probably not even sent yet.

So far I have been with Air since April on the 1gig package I have been bounced around by them and city fibre. I am only receiving 100mb so not even the minimum guaranteed. Im an experienced user and for some reason they have stopped trying to fix anything and stopped comms with me. There is a huge email chain on this. Where is the support and fix. You even agreed not to charge me till it was fixed and yet still paying in full since April.

Awsome experience excellent technical help made a real effort when asked would definitely recommend

I unfortunately share the frustrations of others. I have called today to cancel my contract due to the outages they have. I pay for the most expensive package but at times get outages that last a full day. For context we have had about 4 over the last month or so in the Derby area and we do not get informed where the issue lies. They blame a 3rd party (city fibre) and the 3rd party tells me there's nothing wrong.

I have tried to complain previously but I never get a call back which is the reason I'm trying to cancel the contract.

I am so unhappy with Air Broadband. Their customer service is shocking. Have had no internet for the whole day, 1 update on their website about 6 hours after the problem started. No updates since. If you use the tv service too then thats no tv either. Its such a shame because when its up and running it is actually quite fast, but at times like these it makes me wish i didnt do the switchover as the other companies have better communication and access to weekend engineers. In a time when the world relies heavily on technology and the internet its just not good enough.
They proclaim to have 24/7 contactable support "during weekday working hours". This is obviously not the case. I would not recommend this company at all.
And dont believe the "feefo reviews" ive not been given any invitation to review on that platform and i am a "verified customer". I am glad something like trust pilot exists as it allows us to actually give our opinion and doesnt just filter out the positive reviews.

Had Air since September and today is the third outage. Have had no Internet since @ 8a.m. Can't get any kind of support from the company as they don't respond to e mails or answer the phone. Would not recommend in any way. Paying for fast constant service and getting nothing like it. Abysmal!!

Had a couple of hiccups but Air broadband were superb in getting them sorted for me, now everything is working perfectly as it should be and best of all they do tv too.
John, Charlotte and Joe were the 3 i mostly spoke to all 3 were superb and very helpfull and really went that extra mile.
Now i can enjoy better online gaming and not die so much on call of duty lol.
Here's to hopefully a long lasting relationship between myself and Air broadband.
Those looking up Air broadband on here please do not be put off by the negative reviews i think some people have gotten air broadban mixed up with Airban a completely different company.

Wow! We swapped internet service providers and Air Broadband delivered to what they said they would with absolutely no issues. Everything was so easy, the team were polite, accommodating (they sent the route on 24 hour delivery to a different address for us) and no major wait times on the phone lines. Well done all, happy to have moved over to you 👍

Instillation was on the day arranged, engineers were courteous and professional, speed was as advertised from the get go could not have asked for a better service thank you.

I have been waiting since May to get connected via Airbroadband (it is now September!) and I have been left without broadband for the whole time.

I have been given 3 appointments for engineer to call and connect me. Everytime, after taking time off to be home, the engineer did not turn up or make any attempt to contact me.

I keep getting told I have to go back to end of queue, rebook installation, wait more weeks, and then be let down yet again.

No idea how good their broadband is as I have not been able to use it.

Have asked repeatedly to speak to a manager but appartently they dont have any. Staff I have managed to speak with are unhelpful & very unprofessional

Was supposed to be connected on the 12th, work couldn't be completed due to the equipment outside not being installed. Customer services are an absolute joke and it seems getting a reply from either a support ticket or social media is impossible.

No idea when or if I'll be connected, in fact if I haven't heard anything by the end of the weekend I will be cancelling and going with someone with more competence, which won't be difficult as my experiences with Air Broadband to date suggests they have absolutely none.

I'm even getting regular emails asking to refer a friend, why would I even consider doing that?

If I could give this company 0 I would. Worst decision I’ve made to go with this company.
Only work Monday to Friday so can’t get any technical support on a weekend. Absolutely no WiFi meaning kids can’t do anything, I can’t work from home, we can’t even watch the tv!
Rang “customer support” to be told they are an out of hours partner and all they can do is pass messages on and someone will ring me on Monday!
What am I supposed to do until then!
Avoid this company at all costs.
I will be leaving and going with someone more reliable.

Been with them just over a month, and I've had more problems in that short time than in the 4+ years with my old ISP. Poor communication, broken website, unresponsive customer support, and some frankly bizarre processes; I wanted to add a fixed IP address, and the process requires printing out a form, filling it in manually like some sort of medieval peasant, then either scanning it or posting it to them. Chose the former, and after two weeks hadn't had so much as an acknowledgement and had to contact them again. They say they've activated it but as yet I've been unable to check because the service has been down for 16 hours; their support update a) arrived by email (internet down, let's email people!) nearly 10 hours after the problem started, b) amounts to "er, dunno what's wrong, and no idea how long it'll be down for", and c) was followed a couple of hours later by a marketing email telling us to refer a friend.

I was going to check the T&C's to see if there was an SLA or something that'll allow me to break the contract without incurring a £500+ early termination penalty, but the link on their website gives a "page not found" error. Epic.

Awful. Avoid.

Update in response to their response: perhaps it would behoove you to slow down your growth a bit until you've got the basics sorted out? From what I can tell you're a small outfit that rushes to get in early in newly connected areas to hoover up early adopters before the big boys move in, but it feels like you're pushing too hard and expanding way beyond your ability to cope. Being first is no good if you make a mess of it!

To be perfectly honest the only thing that's stopping me from cancelling right now is the financial penalty; ironically I got a letter from TalkTalk today saying they're now offering FTTP in this area, so if anyone asks my advice I will not be in a hurry to recommend you, and unless you *really* tighten up your game in the near future I will be jumping ship the second my contract expires...

Granted as a reseller the technical issues we've been experiencing today may not be your fault, but the response to it is all on you. The fact that you didn't immediately notice and leap into action (or at least say something) is a massive failure for which you only have yourselves to blame.

Oh, and please, for the love of all that is good in the world, fix the myriad typos and the awkward grammar on your website!

Further update: pretty much 48 hours later we've not progressed past "er, dunno". Still dead, still absolutely no idea what the problem is. They have, however, moved on to saying that every ISP in the area is having trouble but a quick straw poll of my neighbours reveals this to be untrue - everyone else is ticking along just fine apart from my immediate neighbour, another poor sap who made the misfortune of "upgrading" their connection.