Lothian Broadband Arvostelua 236

Would give no stars if it was an option. Awful service, poor internet speeds, and no way of getting in touch with them out of hours. Extremely frustrating. Avoid at all costs. We’ll be leaving as soon as possible.

Avoid. Over 1 hour and 30minutes on phone for tech support and still no answer. Router not working,reset few times,buffering and now kapoot. Very bad for answering your call. Contract runs out soon and will not be renewing.

Shockingly poor service. Signed up up for broadband two years ago with online phone number which I was told would be free for two years. They said the old number would transfer. The old number was not transferred and the service has never been delivered. Now the two year free period is ending and they have started charging for this non-existent service. No one answers the phone. No email contact.

Attempts to contact.

The only option available is to phone them. That would normally be my preferred option. They don’t answer the phone. That defeats the purpose.

I’ve read the other comments and am beginning to wonder if I should have gone with this company. Not very good reviews - in fact, the reviews are pretty appalling.

Only receiving contracted speeds 30% of the time.
Hopeless customer services contact methods and poor response.
Only been connected 2 months and am now considering cancelling contract.
Have advised Ofcom.

I asked for broadband to my premises, lothian broadband ok but would need a Unique property reference number (UPRN) which I duly supplied.
After that, they said the manager would phone me tomorrow, he never did! So next day I phoned and after a long wait, I hot a hold of him and he said that they didn't cover the area where I stayed, so I replied that there 20 plus houses on the estate where I stay, all with broadband from his company, he said it would take a week to find out, I replied that seems a long time to find out such a simple piece of information, he hung up on me.
After complaints to higher management about this, 2 days later i got a phone call saying I would be called again with a promise of all the information I needed and that they would be installing broadband for me, yes you know it- no phone call.
9 days wasted on this, terrible service, infact I think this is the worst customer experience I have ever had.
The company should be ashamed

Ive been with this company almost a year.

I believe that they are simply on a money grab from the Scottish Government who subsidise each connection with up to £4,000. That is ridiculous in honesty.

The line they installed was very poorly located and is above the grass in one place.

The actual internet connection is okay, but nothing outstanding.

I probably get about a third of the advertised speed on WiFi only being about 10’ from the router.

In truth I don’t see any real difference from the 30gb speed I got previously and the 300gb I apparently got from this company,

Knowing this, I wouldn’t have bothered joining. It’s simply not worth it.

Update - you did try to contact me, but you didn’t leave a message. If I hadn’t done a 1471 after I got home, expecting another call, I wouldn’t have known!

I did call Highland Broadband back, a manager Max wanted to speak to me. I saw no point, however we spoke.

Shocking experience. No apology for incompetence.
So today LB charged me in excess of £848.00 because one of their agents did not listen to my question. This is for early cancellation charges, when my line of questioning was purely hypothetical. At no point did I request cancellation of my service. Given my current circumstances this would be cutting my nose off to spite my face. I was also under the impression that ISP's were no longer able to charge cancellation charges when someone is unable to transfer the service to an address that is outside of the ISP area. Ofcom regulation??
Also when you press option 3 to speak to billing you still get through to customer services because billing don't have a direct line in. Another situation where a company is making the customer go through a tedious process of option clicking (which is purely for their own stats collecting). It would make more sense to abolish the HIGHLY IRRITATING option choices and record stats by the amount of calls that a department receives once the customer reaches the department to which they need to speak. I'm so over, every company that I speak to these days is incompetent at supplying a decent customer service experience. Am fuming!!!

I’ve been with Lothian Broadband for about 5 years now. Originally signed up with them as it was the only high(ish) speed option available. The first year or two, there were outages every other week in the winter and it wasn’t unusual to go days without internet, which was hugely disruptive. Thankfully the service has improved a great deal in the last couple of years and I’ve not experienced an outage for a long time. Impressed that the service held on throughout Storm Éowyn too.

I received an email last year stating Lothian Broadband wants their customers to speak to a person and would no longer have an accessible email address. However, when I telephone I'm on hold for up to ten minutes and no one answers the phone. In desperation I emailed the accounts department recently to ask if they could put me in touch with someone to help with the poor wifi connection - but no response there either. The wifi is ridiculous and as one other reviewer stated, it is adversely affected if it is raining or windy. Support is non-existent. If I search for Lothian Broadband online it takes me through to Highland Broadband.......but no joy there either with making contact. In fact, if I enter the postcode for supply, the website tells me they don't supply my area. When the wifi works, it's grand, but if there's an issue there is no-one to help. The only option now is to find a much better provider.

Terrible service. My Internet cuts out most days. Can't call technical support as it usually happens after 8pm and I get no response when I email complaints. Avoid like the plague!

Terrible. When you have a problem no one cares. It's impossible to get hold of anyone and when you do after literally an hour in a call queue, they say they'll get someone to call you back but they never do. The people on the phone have zero technical knowledge, even the supposed specialised team members. Good luck getting an engineer to come out, lol.

Lothian BB should thank MAC for sorting out my speed problems. His professional approach and attention to our situation was refreshing. Perhaps he can sort out their appalling telephone service next.
Thanks again Mac.

No service....yet again...that makes four times I have had no service in four months...

Over the past 4months Lothian Broadband has been incapable of providing an operational internet service for greater than a three week period. I think they recognise that they have now exhausted their extensive list of excuses and that there is no getting away from the fact that they no longer have sufficient focus on their non-fibre business. Consequently, maintenance and investment of their non fibre systems is well behind where it needs to be in order to provide the "reliable" service they advertise. Being unable to operate a service that is incapable of working when it rains or windy cannot be considered as "reliable". For example, I have not had any internet services for over 5 days and despite this lengthy period Lothian Broadband still have no idea when they will be able to even locate the fault let alone complete the required repairs....Does that sound like a reliable service to you? They used to be a good company.

This is the worst service known to man in my experience. Really expensive and really shite

was going to go for this company when they were lothian broadband for the speed and the pricing but when it came to the set up the pricing had changed and went up by £20 and the deal had also changed aswell to 6 months free and not 12 months free. I phoned and asked about it and they said it was never the deal I had accepted but week later I got a leaflet through the door with that deal I had originally accepted and phoned up complaining then within the next 2 weeks I got atleast 3/4 more leaflets all with diffrent deals so I phone asked and showed photo proof and they said it was a problem with there distributor of leaflets so I decided not to go ahead with the company as they couldn't get there marketing right then the phone calls started for promotions and I just hung up as didn't want to go with the company then few weeks back a door to door sales man came and offered me a new deal and talked me into it so I was like well my plan is up so why not since your offering me better. day of instalation came and the engineers arrived and knocked the door saying they couldn't do the work because I live in a 3rd floor flat and they hadn't been prepared for the work or told I was in a flat so the sales team need to have more training and give more information on the clients so it's quick and easy instalation after a week of phoning wondering what's going on when am I getting Internet they finally managed to get a cherry picker booked but not till a week after the new year. I had cancelled with my other company on the day off instalation as I was expecting to get new Internet on the day so I have been left without Internet till the new year.

Yet again, no service from this provider. If you get a broadband outage over a weekend then you will nhave no service until the following Monday as, according Lothian Broadband, you don't need broadband on Saturday or Sunday. No support staff available, just leave a message for no-one to respond. Pathetic service from an ineffective broadband service provider.

Post Lothian Broadbands response: They have completely ignored my main concern, namely, nobody manning their support phone line over a weekend, or responding to the messages l was forced to leave due to nobody manning their support lines over the weekend. Thats what needs fixing, along with the broadband solution.

Appalling service, appalling customer service. Don't be fooled by the name change to Highland Broadband. It's constantly down and there is almost no come back on their side. You can't even report when it's down, it's just an answer machine. They say they'll call you back, they don't.
They fix it in a few days until the next week where it all happens again, and again!.
Update -for you to minimise the disruption that you have caused in our lives as sometimes goes down in bad weather is shocking.
We have spent so long without internet before the our children couldn't study during lockdown and affected their exam results. During a period of redundancy my husband was unable to attend interviews because the internet was so intermittent. I have lost a fortune in business at some of the busiest weekends of the year because of your appalling internet.
I've had to actually phone one of your investors for you to come out and fix it so that people could be paid before Christmas when my son was working for a payment company.
And what about the money back we were offered and never received in free broadband? You are an absolute disgrace to minimize your appalling service over the last seven years. We've had no choice but to stay with loathian broadband.
There are hundreds of customers like us who have experienced some of the worst customer service and horrendous broadband for a high price from you.

Was with another company and was getting poor connections to download a game from psn was about 3 hours to complete with Lothian broadband the time was 15 minutes so highly recommend there services

Very disappointed with the unreliability of the service and the lack of communication when things go wrong. I had no wifi for about 48 hours. I teach online and I have to apologise to my students when the line is down. Unfortunately Lothian don't seem to understand how important it is to keep customers informed. I want to support a local company but I now have other options.