Cloud Wireless Reviews 67

Superb. Can’t speak highly enough. Called for help, got through in a flash and had the most helpful result. Internet speed doubled in an instant and the chap I spoke to couldn’t have done more to be of service. Would highly recommend to anyone if good customer service and excellent product is what you’re after!!

Router power pack went wrong today so totally lost Internet. Rang Cloud Wireless and within 2 hours, they had sourced a replacement pack for me meaning that my work offline time was minimal. Cant thank them enough for resolving it in a timely, very friendly manner. Very grateful

We have just moved to Devon and engaged CloudWireless to install wireless broadband in our new home. They are a very friendly and competent local company that responds fast to your queries and installs what you want in a competent and cost effective way. They were on time and completed the work to our complete satisfaction. The engineers took time to test the equipment and explain its operation as well as ongoing service commitments. Just checked and we now have about 80Mb/sec download speed and 19Mb/sec upload speed. Great.

I was experiencing increasing difficulty using a mobile router and saw that a number of neighbours had installed Cloud wireless. The application process was easy and they got in contact the next day. It took around an hour to set up the connection and router and I could start using it straight away. It has been reliable and fast for 2 months and I'm very pleased I opted for it!

Having used Cloud previously I had no hesitation in going back to them when I recently moved to Bridford.
I have to say from completing the online forms to actual installation has to be a record for the fastest install which the big companies just can’t compete with.
I prefer to deal with local people/companies and must say I’ve been very impressed. I would also like to thank everyone from admin to the engineers for their friendly professional service.

We recently moved to Dunsford, Devon where there are very limited broadband option from BT / Openreach. We asked in the community for broadband recommendations and Cloud Wireless was the most recommended. We have been connected for 1 week now and couldn't be happier with the service and the data speed. The engineers were tidy and considerate to the property and were in and out in a couple of hours.

Just moved to Devon with my partner and we were unable to find any broadband providers that were able to offer us any decent wifi package due to our location. After speaking with neighbours, we were told about Cloud Wireless and couldn’t be more pleased. We have had brilliant service from Andrew over the phone, always going to extra mile to help and get us our wifi as soon as possible and also the guys that did our installation were lovely, profesional and informative. Great customer service, and brilliant wifi not complaints at all!

We have gone from copper line BT broadband and 7mbps to 40+mbps with cloudwireless

We had to set up a wind and solar power system in our nearby fires to get ourselves able to use wireless broadband - which cloudwireless were helpful with planning - and they have been both practical and proactive in their help ongongly - happy to reccomend them

Excellent service received when our internet stopped working. In this era it is fantastic to be able to phone a local number and speak to a genuine, helpful person who stayed on the phone with me until the problem was resolved. I would highly recommend this company as I’ve only ever received extremely good service from them.

The service level we received was far beyond what I expected. From the initial contact to final set up the guys were faultless, and not shy to go the extra mile. Our install was tricky due to our location but Kevin nailed it! Thanks guys, keep up the hard work!

Reliable fast rural broadband at a reasonable price with effective personal customer service from Andrew

Excellent service, fast connection and it is wonderful to have 60Mbt broadband and still live in a rural area.

Living out in the Devon countryside with no chance of getting a fibre optic connection, we looked at alternatives. Cloud Wireless are a local company so we got in touch. They were able to give us a realistic quote over the phone and so we decided to go ahead. Installation was quick and painless and now we have excellent broadband speed and are very happy. This company is highly recommended.

Very pleased with Cloud Wireless. Very poor BT internet here, so needed to upgrade. Installation was done quickly and efficiently. Internet is much faster now and even the younger generation are happy with it.
On the single occasion when I called them, the problem was sorted out over the phone quickly (it was a fault at my end, not due to a fault with Cloud Wireless). I would recommend this company if you are able to access their services (you need to have a direct line of sight to their mast).

We wanted to get away from BT and the 1 Meg "download" but living in deepest Devon our choices appeared limited until our neighbours recommend Cloud Wireless. We are delighted with the service. Fast, 60meg in depest Devon! Excellent service from ordering to installation.

Reliable and responsive. A good experience with a local company. We have been very pleased with the service and helpful approach.

I have recently used Cloud Wireless to install my internet connection. They were very efficient and helpful and completed the installation very quickly whilst being informative and respectful. I am pleased that I chose their service because they have been so helpful with any questions I have had regarding this service.

Poor customer service when things go wrong. Multiple drop-outs, cheap kit, and impossible to get hold of. Billing is only available once a week. Installation was fairly easy as long as you agree to have the dish installed where it's easiest for them. Do your homework because there are much better providers out there which are also better value for money.

Horrendous is how I would describe my experience with cloud wireless. This was from Nov/Dec 2020. In summary:
- advised the only option we had was a 4G dish and router (other providers agreed and this is what we now have via a different company).
- survey (£80) advised strongest signal from EE and which sim was required from
EE.
- follow up call from cloud wireless again advised specific EE sim contract to purchase - a two year contract with EE, as a result EE contract arranged and DD set up with them.
- installation day came, day before cancelled due to Covid. Understandable but given I’d taken the day off work cancelling so late on was a pain and I would say dealt with poorly by cloud wireless who were quite rude on thr phone).
- second day of installation around 4 weeks later ….. engineer arrived and before installing re tested signal. stated EE was now not the strongest signal and point blank refused to install as per company policy.
- spoke with engineer and cloud wireless who stood by this decision whilst also stating the signal strength varies day to day due to local usage at the mast. Even when we stated we were happy to have the installation at our own risk due to every provider having variable signal strengths due to usage and other conditions, cloud wireless still refused to install.
- after a lot of chasing a week or so later I finally get a call from the owner/manager - stood by the engineers decision and as such leaving us to pay for a two year sim contract with EE of which due to the installation cancellation we were out of the cancellation window with EE. To reiterate this contract I was taken on due to the survey and advice of CW - we simply followed their instruction.
- no apology, no survey refund. They seemed to accept the criticism but did nothing about it stating ‘we’re considering pulling out of installation 4g routers etc due to having similar issues before’.
- lucky after pleading with EE they allowed us to cancel the SIM contract. If EE hadn’t been so flexible I would have had to take legal action against CW to recoup this cost.
- I cannot fathom the sense of advising customers on the back of a paid survey to then contradict the survey results and refuse to install —— utter madness and horrendous customer service. The least I would have expected was a refund for the survey!

In response to your reply:
Glad to see you’ve changed your policy on providing the SIM card, this takes away some risk to the customer and is exactly the process followed by the company I ended up using - no nonsense, no messing us around, got the job done in a professional efficient manner.

So to be clear regarding your response, at the time of our installation you felt it was fair and logic to:
1. Charge for a survey which is based on the lottery of signal strength on that day (e.g if the installation had been scheduled the next day and EE Signal was strong the antenna would have been installed).
2. Customers follow to the word the result of the survey and your subsequent instructions resulting in entering into financial contracts and you feel it’s fair to then wash your hands of the advice given and leave customers to foot the bill.
3. That it is fair on the customer to point blank refuse to install when the customer understands the variable signal strength, is happy to take that risk and has already paid for the survey.
4. Your point regarding cancelling or extending the cancellation period with EE - why would a customer do this when the installation hasn’t been cancelled, simply delayed (by yourselves). Furthermore very unlikely EE would flex their contract to extend a cancellation period but if this was the risk to us CW should have been implicit regarding this and advised to cancel the sim contract.

It beggars belief that you seem not to be able to see this from the customer perspective back then and now. Anyone installing a 4G antenna does the research and doesn’t do out of choice, rather necessity. The risks on signal strength are clear and obvious but to allow a situation where customers enter into financial contract with a third party on your advice to then contradict the very advice you provided in the first instance is not treating the customer fairly at all. If you can’t explain these risks to the customer and follow through with the results of YOUR survey then don’t provide the service at all - in this situation we were left feeling like we had been conned out of £80.

I have now been with cloud wireless for about 6 months and can not fault the service. I generally max the 60MB down and 10 up(I did get 100 down and 20 up intially but guess they cap it to the package.) at all times with just the very occasional dip.
The couple of times I've had to speak to customer service I've always got to speak to somebody or had a quick reply to an email.
Would highly recommend them if your in a broadband not spot.