"If there was a minus star that would be…"

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….

"Broadband Still not working 3 months on"

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…"

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.

"No way to contact"

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"

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"

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…"

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.

"From 'Good' to 'Ghosting'"

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 !

"Absolutely awful helpline. "

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…"

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