Overall customer experience with Avonlinebroadband is highly polarised, with a significant majority of reviews expressing severe dissatisfaction, particularly regarding their role as installation contractors for fibre broadband providers like Virgin Media and Gigaclear. Numerous customers report extremely poor service quality, citing incompetent and rude engineers who cause property damage, block driveways, and create excessive noise without prior notice. Delivery and installation processes are frequently described as chaotic, rushed, and messy, often leaving unfinished work and hazards. The company's communication and customer service are widely criticised as non-existent or appalling, with complaints of ignored calls and a hopeless complaints system. However, a minority of customers report positive interactions with specific, polite, and professional engineers who resolve issues efficiently. Some praise the technical support staff for being patient and helpful once contact is established. The core broadband service itself receives mixed feedback, with some finding download speeds adequate for remote locations but others suffering from poor upload speeds and unreliable connections. The returns or complaints policy appears ineffective, with many customers feeling disregarded and some threatening to report the company to regulators. Overall satisfaction is very low due to pervasive operational failures, though isolated instances of good individual service provide a slight counterpoint.
What customers love
- Polite and professional individual engineers
- Efficient and helpful technical support staff
- Adequate download speeds for some in remote areas
- Specific praise for neat and speedy installation by some teams
- Resolution of technical issues by competent support personnel
Common concerns
- Incompetent and careless installation work causing property damage
- Extremely poor communication and no prior notice for works
- Rude, aggressive, and unprofessional staff behaviour
- Messy, hazardous, and unfinished work left at job sites
- Abysmal customer service and an ineffective complaints system
Last updated 1 month ago
