Lothian Broadband Reviews 236

Odd to be reviewing a company whose services I haven't actually used, and won't be using, but this is about their door sales team who fast-talkingly pressure you into providing a signature to ostensibly confirm you've read contract details then email you to say you've "joined". They need to review the approach door sales adopt as it's potentially misleading and could wrongfoot some people into becoming customers without realising what commitment they're making. (They also provide email and social media contact details for accounts they then admit are un-monitored and don't use. So why provide those details?!) Anyway, even with a one-year discount they're pricier than my current provider.

If no stars was an option that's what this review would have! Been with Lothian Broadband since 2017 and service unreliable and regularly poor. Sadly no fibre available as rural. Now, not even dealing with emails. £35 a month for an average of 2MB upload and 3.2MB download. I see on the website this poor package is actually available for £29.99 a month. That's loyalty for you! If only old dial up was still available, it may be a better service!!!

TERRIBLE SERVICE/ SPEEDS and attitude! Loads of promises when the roads were all being dug up for super fast internet and super speeds for a week or two and then SHOCKING! Worse than dial up! Customer Service HA! Same as any other provider…none existent and terrible beyond believe! What else can I say! Wow!
We’re told that the router is VERY substandard, by all accounts you have to be connected to it with cabling or sat right next to it! Heaven forbid you’re in the next room wirelessly! 🙄😤🙄😤🙄😤🙄😤🙄

Well thanks for your reply, I can 100% garentee nobody has been InTouch with anyone from my household, every time I seem to call I get fobbed off, not happy as this is only way I seem to get reply.

Further to my review dated 4th September, .
I have sent a letter detailing the ongoing issues we are having with our internet ten days ago and as yet have had no response. And yet again we are unable stream a tv programme tonight without multiple interruptions. We have given up with the call centre but would welcome a response from our letter of complaint.

I have now written 3 emails with no response, I called 3 times to be told I was 3rd in the queue, then 2nd then the recording said all our consultants are busy, call back and cut off, a waste of my time, awful service! LB is supposed to be a communications company! I posted on Messenger and had a response to contact Stuart directly, LB, I'm a customer, you have my number and email address, call me! At this point, I wish I had remained with BT, I have lost any faith and confidence I had for LB. My wife and I both work from home and like many, we require a stable internet connection and back up if required. I live in a small village, word of mouth is a powerful sales tool!

Install guys were great and took no time to set up. We were first in the area so things needed setting up at their end too but they explained it all.
Service great so far, 924/923 atm

In 2017 we signed up for Lothian Broadband satellite service to our house in Drem. Due to an interrupted signal to our property, we were given a split signal from another property in the village. We were repeatedly informed that this was a temporary measure until a direct signal could be provided. Despite constant reminders to the company about our TEMPORARY split signal, nearly 7 years later we are on the verge of loosing our service. The property with whom we share our signal has been sold. If the power is turned off in the property whilst empty or the new owners do not continue with lothian broadband we will loose our signal. The company's response, despite having seven years to resolve our service, is to tell us to find another provider. We are appalled at this decision. Lothian Broadband took our money to provide us a service. They did so with a temporary supply solution and now choose to walk away from their responsibility. We will be seeking legal advice on this matter and would urge rural customers to be wary.
Steve Wilson

Ultra-fast broadband, with speeds ranging from 100 - 2000 Mbps.12 or 24 Month Contracts, unlimited data, free wi-if 6.0 router, free installation and set up. Who wouldn’t be seduced by that, when it’s cheaper than your existing provider and you live in an area where broadband wired straight into your home wasn’t previously an option?

I can’t fault the engineers who fitted the system as they were great, and did a very neat job. The only problem was that they dug up the front lawn and drilled a hole in the front wall of our house without warning, while we were away. This meant the broadband wasn’t installed at the rear of the house where we needed it. As a result, our living room windowsill now sports an incredibly ugly router plus a range extender, as we were not getting the speeds we’d signed up for (we needed TWO range extenders, at an extra £9.99 per month each). Apparently speed is not guaranteed as it is dependent on the size, age and construction of your property, something else which wasn’t made clear when we signed up.

Don’t underestimate the stress it will cause you having to find a new email provider (Lothian Broadband don’t currently support email), change your email address and notify relevant contacts. It will also knock out every broadband dependent device in your home until you’ve reconfigured them - and you’ll have more than you think. Oh, and you’ll probably also need a new set of digital telephones if you’re having a landline. The base unit needs to be connected direct to the router via a very short dongle, which means if you don’t want your ‘phone right next to the router you’ll have to purchase an extra long connection lead to put the ‘phone elsewhere, near a plug socket. Don’t even get me started about the offshore call centre, which is hopeless. It’s been an absolute nightmare, and I wish we’d just carried on chugging along with our previous providers speed of 75-80 Mbps (including email provision!).

Given all of the above if there’s once piece of advice I can give if you’re thinking about signing up: Don’t.

**update: it seems you need to use Trustpilot to reach the right people, because I had a call a few hours after posting this. Engineer coming tomorrow and compensation offered for the inconveniance. Fingers crossed they show up and fix it tomorrow.

The service was great for the installation part, quick, efficient, cordial. Now, my internet has stopped working 4 days ago, I've phoned numerous times, I'm told the case is "escalated" and I will hear back, but nobody can tell me what is going on and when I can expect any solution. Shocking.

Ridiculous. Internet drops constantly and it takes the company ages to get back in touch. Would not recommend. Customer number 00018401

Updated to 3 stars as I got a quicker response when I complained. When it works, Internet is good but, too intermittent.

Five starts and more!

Polite, professional and tidy install this morning from engineer Alan with 300Mb service included!!

Couldn’t have asked for much more and ticked all the boxes

Thank you!

Excellent customer service. Just had my install done by Alan, could not have gone better……friendly and very professional. Thanks all round

The broadband service is great, the installation engineers were great, the on-site fault engineer was great, BUT the telephone and online support are rubbish. I have made several calls to the support team and been promised call backs as they could not answer my questions, but call backs never happened!
The company need to have better trained 1st line representatives and more 2nd line network qualified support.
Also the website needs better faq information.
Update
Just had a call from the technical support team this morning, very helpful. Questions have been answered and solution put in place.
Points about 1st line advisors and website still stand.

It was great because of the people on the team. They were positive, very helpful and charming to deal with.

Superfast broadband. The team who carried out the work were excellent and communication overall has been great. Would recommend ☺️

Currently on fourth day with no network access. Still no time given for when issue might be resolved. When you get through to customer support you are told each time issue has been “escalated” and someone will be in touch shortly. Will be changing providers as that seems like the fasted route to restoring network access at this stage.

Can't even answer a simple question. Every time I call, has to go to another non contactable department. promised call back after call back nothing. When is my installation likely to be? No one wants to answer me. Meanwhile I am out of contract with EE paying over the odds for the privilege. I consider this company to be second worse just below OVO energy.

Been with the company from January the 10th. Haven’t had a full week yet where the broadband works. Was supposed to have an engineer out 4 weeks ago. Didn’t turn up. Called 3 times after this and was always told I’ve been given a ‘ticket’ and an engineer will call me when they have availability. Not once have I received this call. Emailed on the 8th of March, no reply! Emailed again yesterday threatening to go further and surprise surprise! Email straight back and engineer out today.
Engineer has to cut metres of wire off from the box outside my home and told me ‘the problem is sorted’ but yet again an hour later the WiFi is off and not working. I was told 4 weeks ago I needed a new router but now apparently it’s fine? Don’t get it at all. They’re just guess what they need to do instead of doing their jobs properly.

Wouldn’t recommend to anyone at all. Full company are a joke and cannot help with anything at all!

Appalling service. Lots of promises all broken. Complaints ignored. Resolution promised then not delivered. Do not use them. Worst customer service I've ever had.