Brdy Telecom Arvostelua 100

SHOCKING
If I could put zero stars I would. Internet stopped working 6 days ago, we did receive a text message to say a new SIM was on it's way but since then, nothing. I've opened a ticket and had ridiculous copy and paste responses and then it was closed because I didn't reply. Which I did. Can't get through to anyone on the telephone. I only know our service has been transferred to this shambles of a company because I have received an e-mail from the company who installed the equipment to tell me Broadband Shack was taken over by Brdy. 6 days without internet, no idea what is happening, no sensible contact from anyone.
Something is going on here and I suspect we will soon learn the company is in financial difficulties.
Starlink here we come.

Pathetically unprofessional. My satellite was delivered mid November, installation two weeks later. When the engineer arrived at 5pm… surprise surprise it was too dark. Re booked 20/01/25 only to find the installers were no longer working for BRDY. I only found this out when I contacted the installation company to get a time. So angry I sent all back that was requested of me. Now the real problem… where is my refund, I’m calling every day, getting constantly fobbed off with pathetic excuses. In this day & age, this simply not acceptable. DO NOT USE THIS COMPANY

Terrible service.

I also took out a contract on the understanding that if it wasn’t suitable we could get a refund. I followed all the procedures and returned the equipment in November, well within the specified two weeks.

The refund was approved on 12th Dec yet I am still waiting for my money to be returned to me. I am having weekly phone contact and every week I am told the same thing - it has been escalated to the finance director to be approved.

I don’t need you to give me the same number to call to resolve this issue. The only thing that needs resolving is you giving me back my money.

Avoid this company at all costs. They will just take your money.

Update: 10th Feb 2025
A full two months after this refund was apparently 'approved' and I am still waiting for the money to be returned to me. Despite the reply below this has still not happened; I received another email stating:

"We just wanted to let you know that the finance department are looking to process your refund as soon as possible and thank you for your patience."

I have completely lost patience with this. Absolutely appalling.

We had this service put in after being reassured it would meet our requirements.
It did not so we called to resolve, they cancelled our contract. We called to find out what had happened and were promised a refund. Then told us no refund until we returned equipment. We returned equipment and have called and emailed a number of times but we have not received promised refund. It has now been a number of weeks.
AVOID absolutely appalling customer service.

EDIT... Have called the number below almost every day this week...still no answers apart from it is with the financial director.

We have been in contact over 6 times now trying to get our SIM card issue resolved !!
We’ve now been without internet in a rural area for 3 weeks over Christmas and the New Year .Everyday they have promised that the SIM card was in the post and should arrive the next day !!….what a surprise 3 weeks later it’s stil not arrived!!
The customer service is one of the worst I’ve ever experienced, my advice to anyone thinking of using this company is avoid it like the plague!!
I think brdy and broadband Shack are both in poor financial difficulties and will clearly go into liquidation!!

Brdy has taken over my supplier Broadband Shack, and we have been without internet for more than three weeks, including over the Christmas period.

The issue is that they needed to send a new SIM, but they sent it by snail mail and cannot provide a tracking number. They also refuse to FedEx a SIM because it is too expensive.

The people I have spoken to over the last few weeks have been charming and have tried to help, but their hands are tied and it has not been possible to escalate.

This is very poor customer service, and no way to run a business. Starlink, here we come.

I thought I would leave this review of my experience with BRDY and I have chosen a 3 star review as I consider this score to be “neutral” and I shall try to be objective in my content.

Short version:

Fed up with copper line broadband and no chance of a fibre upgrade where I live. Don’t have mobile signal either so WiFi calling via broadband is essential for me. Asked BRDY about this and they said the satellite’s latency might cause lags but that the only downside is you can’t play games. In fact every WiFi call I tried to make disconnected after a few seconds. BRDY agreed to refund me but didn’t so I had my credit card reimburse me instead. 3 months elapsed start to finish.

Long version:

I live 3 miles or so away from the exchange and have a copper wire connection. Openreach quoted me £100,000, under the Government Universal Service Obligation scheme (on top of the £20,000 grant), to install fibre to property. I obviously didn’t go this route. A company called County Broadband (who supposedly fill the “gaps” left by Openreach) offered a service to be built up over a year or so but pulled out after 18 months. We have no mobile signal here either but the copper wired broadband supports Cell WiFi calling and it works quite well (even though speed is only 4.5 down/0.4up/40ms latency). Films stream OK but website browsing is always a slow crawl at best. When County pulled out, and before renewing my PlusNet supply (if only all the other actors had PlusNet’s level of service), I thought I would spend out and get BRDY satellite broadband installed. I was told Cell WiFi calling would work OK but that gaming would not be possible. I opted for self install as I have fitted Sky dishes before and I am quite technically minded. Order went in the third week of July 2024.

The kit turned up quite quickly (a couple of days later) and I fitted it the same day. I couldn’t get a good enough signal through the iPhone installation app despite trying three positions on my house (having drilled multiple holes everywhere). I struggled with the fine adjustment of the dish elevation as the fine adjuster seemed very inaccurate. So I contacted Brdy and paid them an extra £89.99 for an engineer visit. This was on 25th July and the engineer visited on 30th July. He managed to get the dish lined up for a better signal and it only took him a couple of minutes. He told me that I had no chance using the “fine elevation adjuster” (as the later design of these now issued doesn’t work) and that he (obviously) knows a work around.

I was initially pleased when I carried out a speed test (40down/4up/ latency 750ms). But web browsing was no quicker. Also, on some websites the “payment routine” fell over and couldn’t complete. WiFi Cell calling fell over within a few seconds (I desperately tried this over and over about 20 times and it just would not work). AppleTV+ streaming worked OK but Amazon Prime streaming fell over every time an advert came up. Website browsing was no quicker compared to my copper line supply. So I contacted BRDY and asked for a refund. They agreed a full refund on 5/8/24 if I would pay £19.90 return carriage for their kit which I agreed to do. In return they would refund the £199.90 equipment cost, the £89.99 engineer visit and credit the £31.40 first month’s fee. Various communications and chase ups occurred in between and on the 9/9/24 I applied to get my money back via a dispute I raised with my credit card company as no refund from BRDY had been forthcoming up to this point. 45 days later this refund was “made permanent” by the credit card company (25 October).

From BRDY’s point of view they may say:
* I didn’t persevere with the installation and their broadband should work with WiFi calling etc (after having their “expert” work on the installation I would have expected the signal to be perfect and, if WiFi calling works on 4down/.4up, why wouldn’t it work on 40down/4up – maybe 750ms latency has something to do with that?);
*I should have chased up the return of equipment which took over 2 weeks to be collected (and didn’t even have a return address label which I had to type up and print);
*I shouldn’t have had my credit card company block future payments to them as this would have delayed my refund.

I am sticking with my slow PlusNet supply, as I now know I will never get anything better, but it is just about adequate and they answer their phones and are very helpful with queries etc and which is a major consideration after my BRDY experience.

When I spoke to a technician , he listened ! Your tech engaged in a conversation about the problem that had happened and ongoing . He investigated and gave me an accurate state of affairs . Better still within 24 hours problem solved and we were receiving an excellent service . We live in a bit of a black hole , not too remote and we have tried ALL the other services , none have bothered to listen or act to give us the service we were paying for , we did not matter ! Can not thank you enough Brdy you have restored my faith and removed a massive head ache for me !

After gradual deterioration in speed and connectivity, I lost my broadband connection altogether yesterday. I posted a ticket, no reply. Left a Facebook message, no reply. Spent 37 minutes queuing to get through to technical support this morning only to get cut off when someone answered (I've rung back and waiting thus far for ten minutes). I live in a rural area so depend on broadband for my work so pretty desperate to get this resolved. Extremely disappointed in this poor service.

An update. I got cut off again after waiting 35 minutes. So I rang customer services who said they would get technical support to call me. That was 2 hours ago.

Very helpful chap who talked me through what to do and was very patient with me and got everything back working again. Thankyou!

Quite frankly Trustpilot should have a zero star rating. Avoid this company like the plague. They recently acquired Broadband shack, my original provider. I have contacted them 3 times to report a problem and 3 times they promised to telephone me back the following day.I have not received any calls. I sincerely hope they treat their existing customers better than they have treated me. Graham Bates

I have been a customer from 2011. First with Avonline, then Bigblu. Good companies, no problems. Brdy took over and it became a nightmare. I have always paid by standing order. Brdy badgered me to pay by direct debit. So, the first two months in a row, they failed to take the direct debit and the very next day disconnected me without warning - disgusting behaviour. Every month since then they have sent me harassment emails saying I am overdue payment, three this last week alone, when they can see I am paying them. These people are worse than debt collectors. They are incompetent thugs. DO NOT DO BUSINESS WITH BRDY - I have warned you.

A very good and helpful service provided by Sandra helped me understand the system

Sandra was extremely helpful and pleasant sorting my problem with ease. Thank you

If I could give BRDY minus stars I would. We have been customers since the company was Avonline, and every iteration since. Recently we transferred to the newer BRDY satellite. We live off grid with no terrestrial signals so need the VOIP phone connection. The satellite constantly interupts the VOIP phone which as a consequence does not work, and leaves us with no phone connection. I have to drive 3 miles to the nearest mobile hotspot to phone BRDY, and despite making all the right 'helpful' comments it is not resolved. After yet another lengthy conversation this afternoon I have been sent a list of technical checks to conduct at home. All of which should have been done by the engineer who came to install the system. The previous BRDY satellite worked fine with no problems. I think BRDY customer services is working through its book of excuses.

Every other month and even more frequently in winter due to (thunder)storms, the internet is down for days or even more than a week in my area (province of Macerata, Italy). God only knows when you will be connected again because BRDY's communication consists only of standard phrases such as ‘fault on the repeater’ and ‘service disruptions due to network support issues’.

Brdy Italy customer service, if you read this, I have sent you my cancellation form (account number ITBD-CLD00065934). Could you please confirm it asap?

Brdy is a company I wouldn't wish on my worst enemy. They (and their previous version, BigBlu) have consistently screwed up with everything they touch, From delivery and installation to their signal and their billing. To add insult to inhurt, it took 5 months to get them to refund the money they owed me. My advice: AVOID BRDY LIKE THE PLAGUE!!!

Bought a house and inherited Brdy Internet for 2 weeks which worked absolutely fine. I could have Teams and access to work remote server even with the extremely high ping. Unfortunately, because I was a new customer I was forced to pay for new equipment (dish and a router) + engineer visit for installation. Total over £300+! Total waste in my opinion, as the old equipment worked a dream. And I was right - the engineer installed substandard dented dish, left the property mumbling that the Internet speed is not as it should be. I suffered for 2 weeks of abysmal internet quality with multiple attempts to resolve the issue via Brdy portal. I was not able to open Amazon site or Facebook. They were feeding me "we will come back to you" and "we identified problem with the connection" but apart from excuses I did not hear anything constructive back from the customer support. Eventually I rang the main line and spoke with a helpful lady who offered to send an engineer free of charge to check the equipment. After a week or so the engineer turned up and said that the current state of the dish and the internet quality were below the minimal requirements, he bent (or unbent) the dish, did his magic, noted that the old dish was good, then left. The signal indeed improved, but after a few days everything went back to almost no service. I could not work from home at all and relied on my mobile hotspot. I contacted Brdy again and they requested multiple tests from me, which I dutifully conducted and sent the rsults back to them. The outcome? No response. Silence. In the last 3 days I am trying to cancel the service and end the contract; I've contacted brdy 3 times: over the portal and emailed to Brdy INFO email address
Brdy customer support, if you read this, please acknowledge my cancellation (contract number SW-S012480). I am still within my extended cooling off period.

I am trying to contact Brdy regarding billing, with emails and phoning… never any luck! Can someone contact me please.