Broadband Shack Reviews 153

I had broadband shake and it was not the greatest, but after 2 years when the contract was going to finish all service stopped. OK, i emailed, i phoned the phone number does not work. so i stopped the direct debit. i can not log on to the website, but they bill and bill. Presumable because i have not cancelled but its physically impossible the CANCEL the service which does not work. They phoned up months latter and wanted to sell me broadband shake, i told them the issue, nothing they still keep billing. about 12 weeks of agro and still no FREEDOM.

Like most others, I'm being hounded by Broadband Shack for payment for a non-existant service by a company which was quietly taken over when it failed to pay it's bills. THEN Brdy Broadband went the same way and is now in the hands of the liquidators - FTS Recovery.
When I spoke to Chris Jones at FTS a couple of weeks ago (after multiple payment demands and with no way of contacting either company), he told me he would deal with the mistaken demands for payment and I was to forward any emails demanding payment to him at:

chris.jones at ftsrecovery.co.uk

I would assume anyone else affected by this bunch of cowboys could do exactly the same thing and forward Broadband Shack/Brdy Broadband payment demand emails directly to him to resolve.

Best of luck.

Similar issue reported by other customers. No internet connectivity, raise tickets online. Money taken from account. Broadband Shack actually cancelled my access to the portal. They don’t answer the phone. I stopped the Direct Debit. Told them so, they still issue me with automated invoice payment requests. It was only a third party service provider who want my custom that told me lots of clients were experiencing the same issue with Broadband Shack and their new owner. Surely it’s against the law for these companies to do what they are doing to us?
Avoid like the plague!

It is almost a relief to see that so many other people are experiencing the same outrageous problems that I am - I thought it was just me. My broadband stopped working in January and in February I sold my house and moved out. I was never informed that BRDY had taken over and after attempted phone calls and emails to explain the situation I continue to receive demands for payment. I contacted OFCOM who gave me a email they could be contacted on but numerous emails from me have not been answered. OFCOM informed me that if I had no response from them in 8 weeks(!!) time I should complain to CISAS.
In the meantime the demands for payment for a ‘none service’ keep coming. I have tried to use their portal but that doesn’t work either.
It is my belief that they are a sham company who have the sole aim of extracting as much money from people as they can before they disappear into the ether. Get your complaints in to OFCoM and let’s get this non sense stopped.

Help Available
Anyone who needs any help please Call 01204 204304 and we will help you get a service cal up and running.

Left one star as zero is unavailable. Been trying to contact them as broadband no longer functioning. Phone number disconnected. Emails ignored.
Told them by email I was going to cancel my direct debit so they took a double payment this month.
THAT IS FRAUD AND THERE IS NO WAY TO CONTACT THEM ABOUT IT!!
I have now cancelled with my bank.

Appalling service. My internet went down 27th January. I then discovered that my service had been taken over by Brdy as of about 4 weeks previously. I was only made aware of this when I phoned the Broadband Shack helpline. I phoned 3 times. On each occasion, I was assured that I would be phoned back later that day which never happened. On my 4th attempt, I discovered that support was now entirely online either via a Brdy customer portal, which of course I did’t have or via an email address which doesn’t seem to exist Even more galling is that money had been taken from my account for the following month. This is the worst customer service I have ever encountered. I can’t even contact someone to cancel my account!

I keep receiving emails to say I owe money when my direct debit has been set up for 15 months. It's really annoying.

Avoid this company, apparently they have been took over by a company trading as BRDY communications, avoid them as well, further to all the current reviews everything is correct, I cancelled my agreement with broadband shack / BRDY last December as they could provide an internet service, they owe me £62.99 for a payment taken after cancellation and not being able to provide a service and for agreeing to a refund for a pay as you go sim to get us over the 5 day Christmas period, I can’t get it back yet they still persist in asking for monthly payments even though I cancelled my direct debit in January. Be warned !!!

What an utter nightmare. They are constantly sending reminders that my direct debit has failed, with a note that says they are having problems collecting them. There is no means of being able to contact them or even pay. Terrible service which I now have to pursue via offcom.

They've become a sham - avoid! I cancelled my contract with Broadband Shack in Dec 24 after no internet service over the whole Christmas period. Impossible to contact since, they don't reply to emails and their tel number on invoices does not work either. Broadband Shack please STOP sending me invoices.

No issue for the last 4 years and no need to contact.
System has been down since late Jan 2025, New SIM card sent but remains non active, tried to contact and raised an IT ticket.
All to no avail now find that that my account has been suspended with no explanation.

If there was a minus star that would be the rating. Don’t even consider this company if you’re after a reliable broadband company that answers your queries on a manned customer service line. Our broadband has disappeared twice in the last month for weeks at a time. You raise a complaint on their portal and they ignore you. You cannot get through to customer services. Once I do get my WiFi back on I’m straight to Airband. I reiterate do not hand over your money, it’s like a SCAM company operating within the law….

Before Christmas, my internet went down, tried and tried to call and set up a service report, no response other than we will look into it. Kept trying to call and finally was sent a new SIM card, as apparently they wear out. Can only get one bar on the router and no wifi in next rooms. Spoke to someone in Birdie Broadband who has sent messages to Broadband Shack and advised me to try different channels. I did this but still no change. I spoke to another person at Birdie who again has messaged Broadband Shack but still no help!!! You can’t get through to anyone at the company and Birdie can’t help, so what the hell are we meant to do!!!!! I have paid my bills and just want the service I am paying for. I am at the end of my tether and am looking at other companies as this company are useless, their customer service/tech support are none existent.

My WIFI has been brilliant the past 2 years until Thursday of last week. Never had an issue with Broadband shack. So my WIFI went off last (Thursday) and I had to take an unpaid leave from work, as I work from home. I called the number and got through to an agent working for ‘Birdie’ broadband; nice enough chap but unable to pass me onto an actual person in the IT support/customer service/account manager to talk to. I created an IT ticket, sent an email to the accounts (as I paid for my invoice 19/12) and still no WiFi. So I called the number again and spoke to the same nice chap, who advised me there was a merger going on between the 2 companies; not much help nor the customers problem. The agent sent an email to broadband shack too, and after many questions it was apparent no one would take my call and help solve and answer the issues. I’m still without WIFI and still no response from the team.
After reading another review today I also note about the Direct Debit. I had an email on the 17/11/24 to let me know my mandate had expired and not to worry nor do anything. But it seems I’m not alone on this matter and something isn’t sitting quite right about this. I’ve paid a lot of money for the installation, paid my invoice for this month and really rely on this service so I’m able to work from home and I’m getting nowhere with the company.

Up until now I have been really pleased with my broadband but it has now been down for 2 days and when you call it says “number of licence calls has been reached so contact the administrator”? Are they still in business???? I received an email telling me they were changing the DD date but can’t get hold of them, even on chat!!!!! Not happy 😡

Terrible company to deal with. Have been ringing them none stop since Wednesday. In 5 days no one has answered. Emails ignored. Messages ignored. I just want and need to speak to someone

Awful company to deal with. On the codes of practice page it states they aim to respond within 5 days and they stated in an email that they respond within 48 hours. With one of the many problems, I had with them it took them 22 days to respond.

In the description of the unlimited broadband the state 'The speed of the connection may be reduced after a certain amount of usage or during peak hours of network congestion.'

In the Master Service Agreement, Section 8d. It states 'For all of our 4G & 5G unlimited data connections there is a monthly usage gap of 650GB per month from the 1st of every month. If a single connection hits the above threshold in a single month then the connection will cease to allow data transfer until the start of the next month.

In reality if you use 650gb before the month has ended your internet will be switched off. THIS IS NOT UNLIMITED.

In the description of the Unlimited Broadband Package it states 'Unlimited 4G broadband is a popular option for people who use the internet extensively, such as heavy streamers, gamers.'.

In the Master Service agreement, Section 4f it states 'Due to Latency, certain applications (eg. online gaming) are not recommended.'

When this was questioned with Broadband Shack, they just stated the Master Service Agreement. This is misleading.

Broadband Shack can also change the Terms and Conditions without notifying the customer of the changes. They state in the Master Service Agreement section 18f 'Any variations of the Fair Access Policy will be promptly updated on
the website and it is your responsibility to review any such changes.'

They did this to me when they reduced the FUP amount down from 1TB to 650gb. I did however get this reversed once I complained to the Broadband Ombudsman'.

I was stuck in this contract for 24 months and in that time my internet was regularly slow or did not work, I could not connect to Xbox Live due to strict NAT limitations and they took weeks to respond to complaints, not hours. I would not recommend this company, and I suggest that you read the 'Terms of Service' (This can be found at the bottom of the Broadband Shack web pages) before you make any decisions.

Constant broadband issues and not answering phones.

Broadband is up and down constantly, it does work well when it works but the vast majority of the time it is completely dead. The suspicion is that it's a faulty 4g modem but spent 3 weeks trying constantly to get through to their 0330 220 2121 number and no answer, goes straight to voicemail.

To be fair, we have been with Broadband Shack for over 3 years, service has been pretty good. When our service got a bit slow we used to phone them up, they would re-set our system and off we'd go again. This has all worked very well until this week.
Our internet went down last Sunday night, we tried calling them Monday morning, got to No 1 in the queue and was cut off, left a message, no response. Did this three times on Monday - we missed Teams Meetings with schools - same on Tuesday, no response whatsoever. Raised a complaint - no response.
It's almost like they have gone out of business and they are 'ghosting' their customers. We've cancelled our direct debit and had to go with another provider. We already had all the kit and just needed to swap over the sim cards.
I don't know how relevant it is, but the 'person with significant control' now has an address in Bolton !