Broadband Shack Avis 153

This company cannot be faulted in my experience. At a time when many other companies have failed to provide good customer care or even be accessible and have hidden behind Covid this company has excelled and performed the best from all companies I have dealt with before and during lockdown. I have been so impressed with Broadband Shack in terms of their responsiveness, helpfulness, and their ability to not only meet challenging response she times but often exceeding their own targets to respond to queries. Their communication is excellent and they really make things easy for you as a customer. If only others could learn from them and follow in their footsteps!

We have had numerous engineer visits over the year, our internet is still shocking and the only way to get any kind of functional internet is to use an iPad as a hotspot. For the cost each month I could be paying far less and have an unlimited data sim and be paying 50% less. We have requested to escalate our complaint but have yet to receive the details of whom we need to do this with. For the monthly cost, lack of customer service and the fact they cannot provide sufficient “rural broadband” I would say this company is one to avoid.

Highly recommended. We were struggling to get anything above about 2MBPS with our Sky broadband - but now we're regularly seeing 20+ (sometimes 30 on a good day). My two teenage boys who are constantly on YouTube and video gaming say it's life-changing. The router arrived within 24 hours and an external aerial installed 10 days later. We're so delighted we've already recommended Broadband Shack to two of our neighbours. Nice people to deal with too.

Ordered on Thursday and got it Friday. Wow , thank you. Now I have over 30mb and the kids can now stream. 5*

Great service, great communication.
Highly Recommend!

Fantastic customer service friendly polite and extremely helpful and really improved my speeds highly recommended this fantastic broadband service.

We have been with broadband slack for the last 19 months apart from the usual hiccups when all you have to do is turn the power off then back on again we have been trouble free. I am so glad I changed as all our neighbours are complaining about the speed and how long it takes to download anything.

I never leave bad reviews, but Avoid at all costs!
Very quick to sell me a product that was very hit or miss with the service that it offered .
Tied me in and didn't show any compassion at all, when circumstances beyond my control forced me out of my business location. Have now had over a year paying £58 a month for a unit that is in a box in my home. I gave 8 months notice that I would not be continuing after my tie in period ends and have called and called, but no response as they are still collecting the monthly payments!

Don't have a helpline if nobody is there to answer the phone.

Broadband worked great in 2018, but from mid 2019 and in 2020 it regularly stops working no matter how many times router rebooted. We’ve called them over 25 times but they don’t answer or return phone calls or emails.

I have a broadband service provided by Broadband Shack which is delivered wirelessly via a local Vodaphone mast which seems very unreliable and possibly overloaded as it frequently fails at peak times.
Broadband Shack support staff are very hard to contact since before Christmas and I have been trying hard today to contact them by phone and email without success. I hope their service improves soon as a proper fibre service via Openreach still seems a long way off, even though we have about 140 homes in a Sidcup, Kent location without fibre provision.

Very helpful to start with, sold me a good router/modem for 4G internet. Good speed. ( up to 25mbps.)

However, once problems arose, and despite the phone answering message saying "24/7 support" it proved difficult to get to them. Maybe 4 days on average. Emails would go unanswered for weeks. Eventually, ash offered to get me a much wider bandwidth for less money and i waited for a few weeks with nothing happening before deciding to switch providers. I notified them, asked them if they wanted to buy the router/modem back ( as they promised at the outset), and stopped my Direct debit. Since then. and for the last 5 weeks, I've been getting about 4 emails a day reminding me to pay my bill. This has continued despite my emailing them to remind them of my cancellation. I suspect it's some form of petty revenge.

shrug

We needed a solution with a quick turnaround from placing the order. This was. We hade the required solotuion in our hands after a day or two.

We needed this for a small office 2 x pc's to link to our head office, along with video conferencing. We had Voip which needed to be used at almost all times, so we needed the solution to enable us to have a highish bandwidth with a low ping rate and this exceeded my expectations.

I would highly recomend this solution, not just for the home user but to those who want a little office away from it all ! ! !

When you have a new CEO who has relocated from the US and is living in the middle of nowhere who do you call? No not Ghostbusters but Ashley from Broadband Shack. We really honestly couldn’t have done it without him. He has been nothing but dedicated, professional, prompt, responsive, courteous and fantastic team to work with. Outstanding in fact. We don't want our business connection to come to an end but sadly this was always inevitable.
I have nothing but praise for Ashley and the team.
Thank you so much for taking the pain out of a very challenging time not only for our CEO and her family but also me personally.
Kind regards
Jackie
Executive Assistant to CEO.

After a good initial experience of a quick install it turned out that the first modem I was sent cost an awful lot to run and as it was capped lasted just over a week before switching off. Another modem was then sent which didn’t work. I cancelled the service and and told them to stop the direct debit as it wasn’t working.

At this point the customer service was very good and they went the extra mile to then come and install a 4G ariel to the side of the house. This worked for some time and then simply stopped. After some twenty calls, emails and trying to resolve it over the phone under instruction nothing was resolved. It was at this point I noticed they hadn’t stopped charging me and had actually started charging me for this new service so I was being charged twice. I requested a refund and cancelled the service entirely.

I was then told they wouldn’t pay me back for the service I handing received AND they would not pay me back for the money they had wrongly taken from my account. Eventually they agreed to pay me back but ONLY when I returned the various bits of equipment they had sent to me at my expense.

Initially we were very pleased with the seemingly honest and quick service provided by Broadband Shack. Unfortunately we have had a few issues and now we are back to using 4G data on our phones as we have no service yet again. Gavin fitted the first aerial (possibly a bit low) and came to review and move the aerial. We understand storm Gareth may have played a role but we now have a flashing red light and no service whatsoever. For a 24 hour service we have not had a reply and have trouble with telephoning. Are Broadband Shack a victim of their own success and now going down the road of the bigger companies who take your money and then don’t care? We hope not, but with money being paid for no service we do feel very let down from having no complete Wifi since it was put in on 15 February.

Adam and Ashley arrived at the door the day after my original review. They spent 3 hours working out exactly what was wrong and replaced the aerial and SIM card (at no extra cost). After the SIM taking a while to be activated I delighted to say all is well and we have a good WiFi service at last. Adam has continually checked in with us to make sure all is working well and kept us informed every step of the way. They have really gone above and beyond to put our fears to rest and give us an excellent service.

Very helpful company. Always get hold of someone on the phone and they do their best to resolve any issues. They are the only ones who can provide us broadband where all else fails. Fully recommended.

Fantastic service! They helped me get from 2mb to 44mb and i was installed within 8 days from my order. Cannot recommend them enough!

Great service
Great installation
Incredible customer service

Thank you.
Would recommend

Very helpful over the phone and i was installed with 4 days from my order. I cannot recommend these guys enough.

Oh and btw, i'm not getting over 50Mbps at all times of the day :0

Looking at the reviews and seem to be some mixed experiences. For me this is one of the best things we have done re internet provision. We were with a well known satellite company for over 2 years and had nothing but major issues with 2 systems which they could never get to the bottom off and as that company grew the customer service became really bad.. So left and went down the 4GLTE route replacing 2 satellite systems and thereby saving money and headaches (hopefully).

We run a business in a rural location and are now experiencing speeds of between 30 and 40 meg download, much the same for upload with a 30 ms ping (compared to 180 ms ping, 20 meg download and 6 meg upload with satellite - when it did not drop out!). Installation by John at Satworks was great and he (and Ashley) ensured that I had the right receiver for our location to ensure the best speeds. Cant comment on data use as on a EE system and currently unable to see my data use so relying on a weekly report - hopefully this will be sorted in the future. I believe if on a Vodafone system you can get "real time" data use.

Only one small glitch to date but think that this may have been down to me when transferring Ethernet connections etc, think the system tripped over it self, which has happened when we were with BT so not expecting this to be a issue. Quickly resolved by the good old turn off and back on trick!

Looking forward to a long (and more positive relationship).