Broadband Shack Avis 153

The customer service from Broadband Shack is so bad. I’ve had problems for weeks and simply cannot get through. Today I have no connection and can get no reply on the helpline or via the WhatsApp chat.

The helpline is terrible. You cannot wait to be spoken to. After 10 minutes you are cut off and asked to leave a message for a call back. No one returns your call. I regret using Broadband Shack.

Avoid this company.

The first ever review I have ever done but would like to warn people about this company. The whole reason for this installation was due to poor internet in our location. Our local council advise us and paid for the initial installation we just paid for the service from Broadband Shack. We had a survey and was told the best service was O2, dish was installed and our O2 service started. At the start the service was very good 25M and 30ms ping the best we have had. After a month the service from O2 had a fault on mast. No one could help from Broadband Shack and I was making calls to O2 but getting no where. My account is with Broadband Shack not O2. I could not get any support from anyone, their customer service doesn’t exist. They have a ticket system which they don’t respond to. If you do mange to get someone on the phone there is no solution and they will not compensate for any service which is poor. My current service is now 4M 360ms ping the mast was fixed still no improvement. It feels the service is being throttled back and they have promised something which is not what was advertised. I have ticket open with no response on my last two replies and phone numerous times. Their telephone cuts off after ten minutes even if your in a queue of one. Having no compensation with as bad this is terrible. I am informing my local council as this seems like scam and informing bank to stop payments.

Avoid the company

Mark

Poor customer service. No broadband. Money taken from account monthly yet no service. Now reported to the police and to santander fraud investigation team.
If you want my advice do not touch these with a barge pole!!!

Shocking service when you have issues, no service since last week and no one answers emails/ what’s app, ticket numbers. And how am I constantly I’m the Q at number one yet so one answers all day. It is so frustrating. Issues every month with the service been down or too slow and then they try and resolve it and maybe have 1-2 days ok. But every month this happens!

Please stay clear of this business. Very poor customer service. Impossible to get through by phone. Numerous payments taken after cancellation given. No response to online tickets.

Please avoid.

Had 4G antenna fitted as BT service very slow in our rural area. For the first couple of weeks we had greatly improved speeds and stable connection. That was several months ago and now we often have no connection. I have been in contact with the company on numerous occasions, many times to be held for 15 minutes in a queue only to then have a message 'all our operators are busy, please leave a message' Messages left but no response. When I did manage to speak to someone they said to load Team Viewer but the internet was so slow it took hours to load. She promised to call back but never did. I know we live in a real black spot for internet connection but my personal experience of Broadband Shack is of extremely poor customer service.

Having been a customer of Broadband Shack for many years, when we first started having issues back in March I dutifully raised a ticket. They contacted me to say yes they could see an issue, but didn't have a resolution date. This was frustrating, as I run a business from home, but I continued to wait, and wait. I contacted them repeatedly, my voicemails went unreturned, emails ignored. Occasionally someone would send me a generic email to apologise, they know how frustrating it must be, etc etc. No alternative offered, no refund given considering they were not actually providing any service. They logged in to try and resolve it, couldn't, advised they'd be in touch, never to be heard from again. We eventually had to source an alternative provider so that I could run my business. I informed BBS that as they weren't actually providing a service and haven't for months, they needed to close my account. Of course they didn't reply, I cancelled my direct debit, so they took money from my card. I had to block them with my bank to prevent them taking any more money. They are now trying to charge me £70 to get out of a service THEY ARE NOT PROVIDING AND HAVEN'T FOR MONTHS. And still haven't sent me their complaints procedure, which I requested directly from Kerri twice now. I have all the emails that I have sent from the very start of the issue and I will continue to escalate this. Avoid this company at all costs, the first sign of a problem they'll shrug their shoulders and continue to take your money.

Excellent service overnight delivery and router setup. Cody provides a very friendly and helpful service - recommended!

I have been with broadband shack for a couple years now and I can not be happier. Great prices, good staff and a brilliant product. Defiantly recommend them to anyone considering it 👍

Been with Broadband shack for 3 years now. Just had to change our Sim and with help from Gavin, Adam and the very patient Codie guiding us on the telephone we are back online and with a great internet speed. Well done guys!! Very happy and relieved customer!!👏👏

Having had poor Broadband for the last 10years with various companies broadband shack have been amazing ! Fast and reliable

Great service got my 4g installed last week been struggling with 5mbps on bt forever now getting a steady 40mbps installation done professionally

Got my system installed a couple days ago and it’s working perfectly and I’m extremely happy with the service.

I live in the middle of nowhere and connection for my business has been at 25mb/s at best for 2 years! After finding broadband shack and speaking with Adam he advised me what would be the best service for me, I couldn't be happier with the new 5G broadband!! 150mb/s stable all day long, would use again, can't thank the team enough!!!

Super company. Very few issues with internet service. Competent and helpful advisors whenever needed.

Absolutely no hesitation to recommend totally.
They have been lifesavers for me over the years when i could get no internet service otherwise to my house.
The speed is great and the service extremely stable.

Cant thank you enough!

So i have been struggling with broadband for many years now; living rurally means you are so limited, however that was only until now. After a lovely conversation with one of the team here, we decided that a 4g solution was the best for my location. An engineer came out, installed everything and made sure it was all working as intended. overall, i’m extremely happy with the outcome.

Very best experience I’ve ever had with a broadband company in my 32 years of life. The customer service was exceptional and the internet performance unparalleled. I can only recommend!