Cloud Wireless Reviews 67

Highly recommended this company . I finally have internet !!!!!! Rural area where there is no signal with any of the usual providers . Mitch the engineer did a fantastic job . The company is based locally and very easy to get hold of and talk to . Amazing customer service . Thank you

Excellent service Runs tv and phones consistently.We have been very pleased with our use of this site.

Excellent service, quick to respond, always freindly :)

We changed from an unreliable 4G router to Cloud Wireless and so far it's been really good. We have thick cob walls and use a mesh network to extend the signal around the house to give total coverage. If you can't get fibre in a rural location I definitely would recommend Cloud Wireless

I've never have a bad phonecall with Cloud Wireless, they are super attentive and reliable. The WIFI connection I have is brilliant and fast. I just had a rewire which has set my property up perfectly. Amazing service. I definitley recommend.

Excellent service , very friendly and professional staff Excellent speed

Having recently had a free upgrade to our router and dish (having been more than satisfied with our previous system) there was an issue with connectivity to our smart home hub. However, thank goodness for Mitch who persevered to find a solution to our problem and I’m glad to say we are now fully connected again. Great service!

Having just moved to a rural location, my big worry was my broadband connection as use for work. So far super impressed with the speed and service. Few issue’s with connection in the conservatory (which isn’t connected to the house) but Andrew and Kevin are hopefully going to come up with a solution. Great customer service and support can’t fault anything, would highly recommend this company, great value for money

After previously having to go through the torture of a National broadband supplier and below average customer service it was a breath of fresh air to deal with Andrew and the team at Cloud. Installation was within a week of the initial call and speeds are above adequate given my location. After care service has also been superb. Would highly recommend to anyone in regional Devon

Had a slight issue when first got installed but fixed it over night for us. Not had a problem since. Works perfectly when streaming and son has his ps5 on

If I could give this company a minus I would ! . For months I tried to sort out issues with it by e mail and speaking to the man in the office I am not allowed to say his name ! in the office , to which the owner says he’d not heard of any issues I had !!! Even though it was him
That left bare wires inside my house for months and then blamed me that I didn’t ask him to go back ! . I had the main antenna on my roof servicing others in the area , but apparently they were doing me the favour ! . We were not keen on having it on our roof and I suggested putting it on my out building to which I was told / lectured it was not possible . It had been put on the roof by previous owners the install was lazy .. drilled through the wooden window and nailed to the outside of the wall . However since they have removed it from my roof they are still beaming to a lower receiver so could have all along . The owner was rude , sarcastic , very patronising and non efficient as is the cloud wireless . Blaming his home life for lack of service and not being able to find engineers and he’s hurt his ankle . Sorry not the end users problem and an indication of their lack of service they were due at 10.30 today , after me chasing a third party engineer turned up at 3.10 pm to finally remove it . Happy as others to share my numerous e mails to them to sort the issues . Not interested in their response to this as they I am sure will blame the electricity being off for 24 hours , they had been advised of this for 3 months as having a re wire only kept it on to help neighbours. Dreadful service, lack of communication between office and owner , platitudes when you call but no real action and then if misfortunate enough to deal directly with the owner be prepared for rudeness , sarcasm and general lack of any awareness for the end user ! And it’ll be all your fault ! Avoid avoid avoid !!! And from what I understand from others I know who use this “service” have exactly the same problems

Cloud Wireless provide a wifi connection at a Devon Caravan Park where I spend a lot of time over the summer. You can pay for 24 hours, seven days or thirty days. You don't get a username and password as you might in a hotel, so if your connection drops out and doesn't automatically reconnect, then you lose out.
This is what happened to me on my first and second attempts to connect. They did eventually refund it, but it took several reminders.

The connection was then stable for a couple of weeks, until it wasn't. After paying for seven days, it failed on day five. I tried calling them but just received a message asking me to leave my details so they could create a support ticket. I've done that twice now and never heard back from either.

I tried to pay for more wifi, as I was working at the time. Every attempt returned a payment details error. I then discovered several other people on the site had experienced the same thing.

Thinking that a commercial business would want people to be using and paying for their service, I pursued this with a couple of emails. Four days later (!) I received a reply, apologising and asking me to test it out again. This happened several times, each time they struggled to grasp the fact that I don't live at the site permanently. Somehow it's not possible for them to test it remotely. The site owner also tried several times to reach the support line by phone, but never received a call back.

I had similar issues over three consecutive weekends. My final email to them asking for assistance, sent on a Friday, was eventually replied to the following Tuesday. This is a communications company?!

When I told them I had given up and bought my own router, I received no response or apology. Pretty useless really. I'm sorted now, but would never part with my money to purchase anything from them again.

I don't really like leaving bad reviews, but when a company consistently fails to listen and act, it seems to be the only way to get their attention. I hope they resolve this persistent issue now for others.

UPDATE following response from Cloud Wireless.
This is the fastest response I've had from them.

I can only assume the support ticket system is faulty too, if they believe they responded on the same day that they received my fault reports.

I'm happy to forward all of the emails they sent me, none of which include an explanation of the issue they had with updates.
Even so, you wouldn't expect this to go on for three weeks without any rectification, or at least an update on the service status page on their website.

Regarding the refunds, I agree they were processed promptly by the person who replied to my final email. This was a month after I spoke to someone on the phone, who said they would arrange them, but "it's not my department, I'll have to speak to accounts".

Thank you.

After being recomended cloud wireless by a neighbour I was very pleased with the service. The company remembered my address from a previous install allowing an easy stress free process. The speeds are good for a rural community.
Very happy with the service so far

We’ve been very happy with the Cloud Wireless customer service and internet connection. They are usually quick to fix any service dropouts and once a fault has been registered, a follow up ‘phone call follows pretty swiftly. Cloud Wireless is the best option for rural communities - most of the village use Cloud Wireless as their internet provider.

The install was poor, he damaged my window frame and lead roof flashing. Service was mostly ok for about a year, then it dropped to slow speeds several times for days or weeks on end (around or below 10MBs download) and for the last 2 weeks of my contract I had no internet at all. I was told it was the dish they had installed but no longer took responsibility for, so you have to pay £65 for an engineer to visit after the first year (plus vat?) The monthly fee is higher than Airband, which gives me a router (you pay extra to rent this from cloud wireless) and it turns out the broadband speed in most rooms is far better (the modem I was supplied by cloud wireless is poor, thats the polite description). And the engineer visits, should I need any from Airband, are included. Altogether Cloud Wireless are a strong contender for the worst service I have ever received… Avoid.

After months of trying to get someone to fix our internet, without success, we decided to try Cloud Wireless, following a neighbour's recommendation.
We are very glad that we did, because we now have a much more reliable service, that is also faster.
After filling an on-line enquiry on a Saturday, I was pleasantly surprised to get a call-back within an hour. We had a long discussion of our problems, location, etc, and it was arranged that we would get a call to make an appointment.
We did wait about 10 days for the call, but that was so much better than other companies that we didn't mind! The engineer arrived on the day promised and fitted a new aerial/router in about half an hour. He knew exactly what he was doing.
Since then, our internet service has been great - it's very rare now to lose connection, and that is presumably due to problems on the mast

For a communication company they don't know how to communicate. They're happy to take your order but then installation engineers repeatedly don't show up. Numerous phone calls chasing them since no-show on 2nd March but today was the first time they phoned me and still no sign of engineers and they haven’t got a clue when any will turn up. They don’t appear to know where their engineers are or what they’re doing and what their schedule is. How difficult is it to plan installations. If they can’t cope then they should stop taking orders until they’ve cleared the backlog. It’s not rocket science. All sorts of excuses don’t wash when customers are losing time waiting for engineers that the company knows are not going to arrive. Appalling service.
UPDATE: 09/03/2023 After posting a one star review, at 20:30 hours this evening I received a call from Kevin Morgan, director of the company. We had a frank discussion regarding customer service and the issues with regard to engineer no-shows. As a result, I have received an apology and been promised installation on 16th March. On the basis of that, I have changed my review from one star to three. I will update further if the promised date comes to fruition.
UPDATE 2: 16/03/23. Installation was completed in around 1 hour & all functioning as it should.

After booking installation more than 4 months ago I have given up. Numerous phone calls and a host of excuses and cancelling appointments on day of installation. They never return your phone calls even when they promise to get back to you. Today Andrew suggested cancelling my order after 4 months of waiting. I have tried to work with them all the way through. I am kind of glad not to have got caught up in what was the worst customer service I have ever experienced.

A very personal touch from Cloud Wireless, after a couple of days of having no service they came up trumps and resolved the issue. In rural Devon they are a very good option for a reliable internet provider. Many thanks Andrew for your commitment to customer service.

This company is a breath of fresh air! After a year of trying 2 major providers, Cloudwireless have delivered. A personal customer service, good communications both before and on the day of the installation, and well priced too. Installation was really smooth, and the installer was affable, knowledgeable and incredibly helpful I can't recommend them enough.