Company Details

An abysmal company. They are connected to Europasat. Equally bad. I spent 110mins waiting to get thru to customer services then gave up and tried their online chat facility. That took 30mins to get answered. I have more MUCH MORE I could say!!! They should be avoided at all costs. ALL COSTS

I signed up a couple of months ago as I live in a rural area and my BT broadband maxes our around 1.2mbs. When the Avonline service works (maybe 75% of the time) it is no quicker than the BT service, with the result that I now do not use it. Attempts to speak with their Customer Services team have proved pointless - see numerous other reviews for why. I could pursue this, but they have never sent me a written contract, just taken a £700 set up fee from my account and supplied a service that is frankly useless. Avoid like the plague.

I have been with this Avonline since January 2013 upfront cost £359.00 for installation,setup fee & hardware purchase. Lots of connection problems no engineer has ever come out to fix after many many phone calls over the years. I was then getting billed for rental of satellite box £6 from November 2016 ontop of £37.95 for tooway service charge totalling £43.95 per month. I queried this saying I bought the equipment initially and have never paid a rental fee from 2013 to Nov 2016 but No joy whatsoever they just kept billing me. My Avonline broadband has been switch off for months now I resorted back to my BT connection which is still not a great speed but is more reliable than avonline. I tried to call Avonline to cancel my service no one answered. So I wrote an e-mail to cancel with immediate effect they can clearly see it's been switched off for months. No response so I cancelled the Direct Debit woo hoo they responded within 5 minutes via e-mail. They want me to return the equipment which I thought I owned at a cost of £139.99 discounted to £89.99 if I arrange within 14 days and want bill me for usage up until the 27/12/2017. They have asked me to call them but I prefer to keep all correspondence via e-mail for evidence. I have written back to them this morning attaching my initial invoice for purchase along with initial monthly invoices from 2013 showing no rental fee. Very confusing and very poor customer service no engineer will come out if you lose your connection either. My advice after 4 years is too avoid this company.

Appalling. We have the most expensive service, costing £125 per month, but keep having to buy boosts in the third week. I suspect the monitoring is faulty because I simply do not see how we can be using so much data, given that we don't watch much Netflix and don't do any gaming at all - mostly just emails. For example, in one month we spent nearly £300. Outages are frequent, and they never apologise, let alone pay any compensation (I have asked, after an outage that lasted most of a day). Trying to call customer service is a nightmare. The delays in answering have become noticeably worse: recently, one call took nearly 12 mins to be answered, another took 25 mins. Do not sign up with Avonline if you can possibly avoid it. They are shocking.

Do not touch this company with a barge pole. We live on a farm in the countryside, and were struggling to get any decent Internet connection. Despite the high cost we decided to try a satellite connection. I was assured that we could get a fast connection and their marketing material promised much. After signing up for a 2 year contract, their engineers took so long to come and install the dish that by the time we realised the connection was never going to be better than terrible, it was too late to pull out in the 2 week cooling period. I immediately downgraded to the lowest package and after a lengthy series of increasingly heated emails on my part, had to admit defeat and pay £25 a month for an ugly satellite dish on my house and a very shaky connection that only worked on one device in the house. (we have had to pay for a second wireless connection too) The two years was finally up this October (2017) and I promptly called and emailed to cancel the contract. I have received no answer to my requests and continue to receive bills which I will not pay (I have stopped my direct debit) I am thoroughly fed up with this company and their lies and shoddy customer service.

Service is total crap....cannot get hold of them unless I am prepared to spend day holding on phone.......do NOT get involved

Confirming what others here have said - Avonline's customer service is non-existent. After ten years as a customer (fortunately as a broadband back-up to mobile, so I never depended on the download speeds) I wrote to cancel on 22nd September. Nothing. Several tedious phone calls and emails later (mid-November) they are STILL taking monthly subscription and no-one has acknowledged my request to cancel. Extracting myself is going to be long, painful and irritating. Please avoid Avonline, at all costs.

It took a while to get through to on the phone but once I got through Kris in Technical support was superb. As a complete technophobe he was able to help me resolve the technical queries after switching from France to the UK and was able get the system back up and running. He was extremely patient and explained what I needed to do in simple easy to understand steps and when my phone kept dropping out he called back as promised. He was very knowledgeable, courteous and I have nothing but praise for Kris for his help

Trying to get through to the tech team as our broadband service has become very slow over the last few weeks and have been on hold for over half an hour and still holding with occasional announcements saying, "Your call should be answered in two minutes". Very frustrating. I'd suggest any other satellite service other than Avonline.

We paid a lot of money to get this broadband set up at our house. It has never worked properly. They sent another modem out, then another router, then said it was our fault because we were using too much data. Apparently 2 iPhone (1 which is isn't here 5 days a week from 7am to 6pm) and 1 laptop on occasionally used 40GB in a couple of weeks! OK then!! We recently had no service at all and called to sort an engineers visit. They failed to call is back for 4 weeks! We told them to come pick up their stuff. Terrible company!!

Terrible service in 2017 which is worse than the separate 1.5Mb fibre line into my house. Helpdesk never respond. I am paying £80+ per month for a non-existent service which was OK a couple of years ago (Avanti) and then has gradually has degraded month-by-month to small bursts of speed and generally slow at all other time. Customer Service used to be accessible but not don't answer emails or calls. On the rare ocassion you can get through, they blame your setup and do a meaningless speed test.

Ok, I never expect satellite broadband to be as good a reliable as fibre, but it's about as good as we can get so are left without much choice. Have been with Avonline for about 4 years now, and have noticed that on occasion the speed drops considerably (we are on a 20mbs unlimited package), but an email to the customer service team usually results in a denial that there is anything wrong, but the speed miraculously picks up again. However lately we noticed that we lose the Boradband signal completely every evening (i.e. When we are in to actually try and use it), and this has been going on for about 3 weeks. It goes off between 6pm and 9pm, and does not come back on until after 11pm. I contacted Avonline, and received an automated response promising someone would be in touch within 48 hours. That was 10 days ago. I've chased them to no avail it's like they are just ignoring it. Appalling customer service even though I'm paying £85pm for non existent broadband. Avoid like the plague.

Absolutely terrible service. I feel pity for the staff, who themselves are not bad. it's just almost impossible to get them on the phone. Waiting for an hour or so when you need support is the standard. As other reviewers have pointed out, trying to chat, asking for callback, or leaving messages have no effect. We use the Tooway service, which you can certainly get from other suppliers. In January my contract is up for renewal, and I will certainly move somewhere else. Hoping that fibre will arrive before that time, but otherwise I will move to a different Satellite Internet provider. This is a company that's destined to go bankrupt, as they will lose customers left, right and centre.

I have had no internet for the last 2 days, this is not the first time ,my contract ends at the end of the year ,i will not be renewing . I have tried sky , bt , talktalk coop they are all useless , is there any company who can supply a decent service??????

Customer service is awful no response

We have been with Avonline for some time. Installation and initial setup was ok. However trying to get in contact with them now to find out why the signal keeps dropping is a nightmare. Long long waiting times for anyone to answer, then people promising to get back in touch and nothing. I have been trying to get someone to come out since June - it is now almost the end of September!

Recommend you avoid this company, new ownership or not. Applied for satellite broadband, paid for 1st month and wifi router. However, better option that satellite became available so cancelled before anything was supplied or installed. 3 months after my cancellation I am still waiting for almost £120 to be refunded. Customer service is abysmal. Long waits, no satisfactory answers and promises but no action. Emails receive an automated response, promising contact but none ever comes. Have recommended that this company be removed from the list of providers for the Scottish "better broadband scheme". Very disappointing interaction. And I still don't have my refund.

Deeply disappointing. Broadband service hardly ever works. Customer service is non-existent. Can't recommend.

A total farce. "Superfast Broadband" they advertise, I have just done a speed test 2.1mbps and 1.?mbps upload and download speeds, will not test for packages lost, at least it is working at the moment, often not. Taking money for a service they are failing to provide

They take a long time to answer the phone. I have to hung up after waiting for over 20 minutes for support to answer. You are supposed to be able to chat, but equally they don't answer. Very poor service.