Air Net UK Reviews 4

Received junk calls from this provider (actual caller masked) so this provider supports junk callers. Use this service if you want to be associated with junk and nuisance callers.

I originally went with airnet due to the very poor ADSL connections we had in the north side of Keyingham. The system as described worked well, but was limited to certain speeds. After 18 months I decided to upgrade to a higher speed and data package. Imagine then to discover it no longer came through the satellite dish previously installed but through the copper telephone line ie ADSL. It has been a complete and utter disaster. I have never once managed to achieve the speeds promised, failed to secure a gaming platform for my grandkids (therefore looking a totally inept techno) and also failed to secure a workable video link to enable constant communication with my company. When I first complained I was told to purchase a 5G router as the one they supplied was not capable of supplying the speeds required. “WHAT”. Comic company, comic customer response. Stay very well clear

Having seen all the bad reviews of KCOM and the price they charge we opted for Airnet as an alternative due to their reasonable pricing. We had some reservations due to the Airnet been a wireless provider (internet delivered over-the-air via dishes) but have to say that there has been minimal issues.

The installation team are friendly and took about 2 hours to install and set up the dish then another 20 minutes the following day for them to install the router and activate the service.

Initially we had some teething issues with speeds & reliability due to tree growth between our dish & the transmitter but after increasing the signal strength until they carried out their planned maintenance things seemed to stabilise. They've recently upgraded their network & added new transmitters which has seen our speeds stabilise & stay around the advertised speed of 24Mbps - 30Mbps with minimal dropouts. Able to handle Netflix, NowTV ect without any issues.

I have found their support to be mostly responsive (online support ticket or text) with no major issues needing a call out. Theres been the odd issue with their transmitter site losing power causing loss of service (only once has this happened that the issue was with their equipment , other times its been a local power-cut beyond their control) but their team are usually quick on the fix once they are aware of the issue.

Overall, happy customer here with no complaints.

Going forward i would say they need to work on their website & offer a customer area where customers can check their usage to see if they're on the best plan for them.

AirNet are an innovative company, bringing fast broadband to rural customers who would otherwise be stuck with paltry, unworkable ADSL2+ connections.

Their services have proportionately fast upstream speeds, allowing rural businesses (and domestic customers) to host CCTV, IT equipment etc on-premise, which would otherwise not be feasible.

Their network is regularly updated & upgraded and the service is pretty robust (in my experience of a domestic and a commercial Air Net installation).

So - why have I only rated Air Net 2 stars? Whilst their technical support is of a really good quality (they clearly know their stuff) the problem is getting hold of them! Replies to support tickets can take several days.

Whilst the genial receptionist is there to receive your calls, it's extremely rare that you'll be passed through to an engineer to discuss a problem... your details are taken and they call you back at their their convenience (which can take days).

This can be extremely frustrating if your AirNet connection is mission critical and a problem develops. Just to reiterate; their engineers are very knowledgeable and do resolve problems promptly when the problem finally receives their attention.

I appreciate engineers are an expensive commodity for small businesses and as such, are often a stretched resource. It seems AirNet are lacking in engineering resources.

There's no excuse, however, for a lack of communication i.e. keeping people updated / providing timescales / estimated fix times. Despite all their virtues, Air Net really fall down on this point. There seems to be no improvement if you are a commercial customer - you get the same slow service as domestic customers. There has been no improvement in this service in the 18 months I've been dealing with them.