Company Details

Beware of this company, they are a complete joke when it comes to dealing with people over the phone or written. You can't get to speak to anyone without holding on the phone and when you finally do they give you an incredible run around. At this moment in time I'm waiting for their accounts department for over 1 hour on the phone. I'm an international customer. Don't ever give them your credit card or debit card details to pay your account. I'm now over 350 pounds overcharged on my account with no answers. This has got to be the worst organisation to deal with I have ever come across. Beware!!!!!

I think the previous comments say it all. Having sent over five messages via e mail and their online feedback form which promises response within 48 hours I am still waiting for a response more than a week later. This is because each time I have called their customer 'service' line I have been in a queue for more than 1/2 an hour which I'm not prepared to wait or PAY for.

On the whole my experience with avonline was a poor one, however the company is now in new ownership and I believe they are striving to improve things. Mike in customer services made all the difference between this being a scathing attack on avonline and it being a moderate attack with hope for the future

They didn't even respond when I wrote to them to cancel my contract.

i have been waiting for more than six weeks, countless efforts and NOTHING. The Spain number is disconnected, and I cannot get through on the UK number. When I did get through I waited over 30minutes while i listened in on a different persons call, including their banking information. I am completely flabbergasted, they have not taken their money in several months, and there appears to be no end in sight to this nonsense. at this point, i have no idea what to do. I sent close to a dozen e-mails, have tried to connect online, I just cannot figure this out. did they get bought by MOVISTAR? cuz.... horrible CS

Absolutely shocking customer service Emails go completely ignored, impossible to get through on the phone to sort issues, and the Online Chat option which states they will typically reply within a few minutes leaves you sat there for hours with no reply. The internet service they provide isn't much better - and of course I can never get a response from them when I try to sort something!! I would strongly suggest you avoid Avonline broadband, I know my business will now be moving elsewhere.

Utterly dire service. We have endless connection problems and they always try to point the finger at our systems. They never answer emails and it's next impossible to get through to technical support. And when we do manage to connect, the actual speeds are slow. Avoid

over a 4 day period of internet malfunction, not once did anyone, even at supposedly manager level call back. every call resulted in a different technician giving you another reason for the non existent technical failings.unfortuntely in this location the only game in town.

Been a customer for over a year and had nothing but problems. Went faulty last night phoned just after 8 this morning for technical no awnser so tried online chat !!!!!! No chat. Tried the new direct email link no reply !!!! At 9.35 Phoned sales guess what awnserd phone straight away. I pay just over £80.00 per month and service,speed they promised is just completely crap !!!!! You need to avoid this Micky mouse company. Next week they can take mine out because I can get a better service off a 3 Dongle and less money. Why should you pay if not fit for purpose !!!!!

So have a proper left of field issue with needing to relocate a system to a new spot on very short notice. Emma @avonline sorted quickly and efficiently. A really slick and friendly service. Definitely recommend.

for the past three weeks my internet has been off for periods of and hour and a half of an evening, during the day a bit sketchy. The evening is the time I want the access to the internet. Avonline team say they are trying to work it out, they have talked the bull of wanting the serial code off the modem, talking with Avanti and speed tests and my satellite re ligned...I'm so fed up!..At £40 a month it's a complete rip off.

Great when taking money off you but absolutely useless afterwards. My broadband stopped working a month after installation. I was told dish was out of alignment and an engineer would call. 10 days later, still no call. So I phoned again. Customer services put me through to Technical support. On hold for 25 minutes then Technical support said they were going to put me through to Customer services.... 45 minutes later, still on the phone,mostly on hold. Useless.

Avonline Broadband provide a poor service for exorbitant amounts of money taking advantage of people who have difficulty getting normal broadband services. Their customer support consists of 1. Turn it Off and on again 2 We will sort something out our end, which never happens 3 Go and buy a cable , then do a re-set, and then do three speed tests, and when you give up doing that , you must have refused our customer support All for £65 per month. Vote with your cash, go elsewhere for Broadband David Craig

For a family that are out at school/work all day and mostly use broadband in the evening Avonline/Tooway is mostly crap. This is because, once you pass a certain download limit for the month (ours is 40 Gb) you are shoved to the back of the queue and you will rarely get fast enough speed to even connect to services like Netflix, let alone view without constant buffering interruptions. We (foolishly) signed up for the 100 Gb package and frequently face the impossible challenge of ever being given the opportunity to use the remaining 60 Gb. Instaed of a daily limit, which would make *some* practical sense, halfway through the month - BAM! "No streaming content for you!" This can happen mid-movie if you cross the 40 Gb threshold - utterly ruins an evening. This evening, with 55+ Gb to be used in the next 7 days, we cannot access Netflix, Amazon Prime, YouTube, etc. How are we ever to use the data we're paying for? The 'Check Portal' tool says that our download speeds are 'nominal' (22mbs), but we can watch nothing. If the checkportal tool returns a result of "Email and web browsing only" this will cripple all tablet and smart phone use as apps don't count as a web browser. So Facebook, AutoTrader, AppStore, etc. - all will be blocked and non-functional.

I signed up with Avonline due to terrible speeds and frequent dropouts with BT. Best download speed with BT was under 1Mbps. Download speeds with Avonline are variable but adequate. However, because upload speeds are so poor I still have a very poor broadband experience, Upload speeds rarely rise above 0.75Mbps. There are also frequent dropouts. Had I not kept my BT account I still would be without adequate broadband. I frequently have to switch between them to achieve a connection. I am now moving to 4G.

I was with them for 2 years because my area had poor ADSL coverage with speeds of 1Mb to 2Mb. It turned out that this speed was actually better than what I got from Avonline when one takes into account the problem with latency. I couldn't stream video in the evening which is when you want it and even browsing the Internet during the day was very slow because of the latency problem. I am back with BT and their ADSL with a guarantee of 2Mb at a price of £5 a month compared to £60 with AVonline and the speeds are if not better at least as good.

i could write thousands of words but i won't. the service they provide is appalling - apparently they've oversold. technical services always say they will look into the situation but never call back.

I was with Avonline for a couple of years terminating my service in 2015. When I first joined them the speed was OK although you can burn through your allowance very quickly and top ups cost a fortune. By 2015 the speeds between 6.00 PM and 11.00pm were down to around 1mbs. If you want to use it in the middle of the night it is fine but otherwise an expensive waste of time. Went back to my old lousy ADSL which is far quicker and a tenth of the price. I strongly recommend you don't sign up. I know it is tempting when your ADSL speeds are low but these won't be any better most of the time and you will be a lot poorer.

I was an Avonline Customer from 2012 until September 2016. The installation while expensive went relatively smoothly. However despite subscribing to what was at the time, their premium service we would regularly be beset by problems which would almost always occur outside of their support hours (they used to close at 4pm on a weekday but have now increased this to 8pm during the week, 4pm on Sat but NOTHING on a Sunday). Throughout our time with them download speeds were up and down throughout the day, it became something we just lived with. The other issue was that irrespective of how much data we had consumed in any given month the speed would drop to a level which made it impossible to do anything at around 6.30pm EVERY evening so Netflix etc went out of the window. I was never once offered a credit for poor service, an apology, an upgrade on the router, modem over my 4-year relationship or any form of customer reward. I decided to write to the CEO outlining my frustrations and never even received a reply. So in September 2016 I decided that after spending nearly £4K enough was enough and I gave them a month's notice. They did not acknowledge my cancellation date and then after chasing they forced me to pay another week. They then asked me to return a 4-year-old modem, router and rusted satellite dish or face another couple of hundred quid in costs. I had to get up on the roof and dismantle it myself. I am now paying one-third of the cost and enjoying speeds that are 30X what I got from Avonline. My advice would be to tread carefully and if you have a choice go elsewhere.

The broadband is adequate for my needs. However since day one, the Financial department as been hard work. They got the initial invoicing so wrong I worked it out and sent it to them, it came back wrong again. Three tries later they got it. Then the invoice was wrong again next month. When I upgraded I sent the full details to invoice me, they messed up again. After paying off the installation installments I made sure to tell them how much to charge me and they got that right. This time last year I checked the account was up to date and was told by credit control it wasn't. After lots of emails I was charged too much and not refunded. Since then I've had to ask for every invoices to pay. Last month I told them, no more, they send them without being asked as it's their responsibility. This month the invoice came, 15 days late, with some excuse about an email that I never got and a price increase never discussed or implemented by them. When I asked why, I was informed no more invoices would be sent to me. I just had to keep on paying ! Of course this is unacceptable and told them so, every service provider invoices their user as they are legally obliged to do so. Waiting to see what happens now. I spend a lot of time dealing with the Finances of this otherwise OK broadband company. The dish is huge, heavy, ugly and catches the wind, waiting for it to bring down part of the house wall. The instillation guy was great. Sales department slow but once you get them effective.