ZYBRE Reviews 235

Since February, our service has been unstable. We have tried to Contact AirBroadband and Zybre by phone, e-mail, social media, their respective customer portals - all to no avail. We have now switched suppliers, but have been told that we will be charged an early termination fee - an utter joke. Have reported this to Ofcom.

Worst internet ever absolutely shocking can never get hold of anyone Do not use these unprofessional People for your internet you will regret it

No Internet , no explanation been off since 7pm yesterday can't get hold of them at all sent numerous emails to be told they are working on it .in my opinion all lies

My internet just stopped working yesterday, and cannot reach zybre because they aren't answering their phones. Please help, how do I cancel. This company is frustrating.
Anyone with knowledge how to cut them off if they are not contactable like this, because I think one must now explore alternatives

Worst provider I have ever had I can't even get throught to the on the phone or emails they don't respond, i have been trying to cancel it but cant due to no response,I have been trying to get full fiber with Vodafone but they can't do it as my line is still active with zyber, but can't get in touch to tell then to cancel my service so I am left with no Internet.

Would be zero stars due to constant outages. Trust me, you don’t want to sign up to zyber and air broadband, otherwise you’ll regret it!

Zybre are an absolute joke can’t be bothered to answer phone. Iv lost WiFi for 4 + days but they dont care I would keep well away from this company I have cancelled my DD.

PLEASE DON’T USE THIS COMPANY FOR OR WIFI THEY DON’T CARE

Awful experience, haven't had internet since our provider transferred without our knowledge and it's impossible to get in touch to sort. We cancelled and went elsewhere and then still received a bill for next month 😂 had to cancel our direct debit.

No internet since March 10th. Like many others, I received a letter from CityFibre letting me know that Zybre was being removed from the CityFibre network and I should choose a new provider, which I have done. I've cancelled my Direct Debit but I've not been able to speak to anyone at Zybre and they don't respond to my emails. Randomly my Internet came back on today, but I'll be with my new provider by the end of the week.
Originally I was with Air Broadband and they were actually OK. All went wrong once Zybre took over!!!

Tried multiple times to contact Zybre to cancel my service after receiving a letter from Cityfibre saying they have been removed from the network. Had no reply to any emails and now the automated phone message is saying they are closed and to call back Mon- Fri between 9-6, it was 4 on Monday when I called.

Joke of a company and no wonder they have gone into liquidation! Sales manager was a joke and as a team was laughable! Got a letter from CityFibre explaining what has happened and have now moved over to Giganet.

Thanks for the TasteCard though.

Over a week with no Internet what a company my trust for them has gone now avoid this shambles at all costs

When I started as an Air customer (2021) they were excellent, the support was slow (due to low staff numbers) but otherwise, the performance and knowledge of the person I spoke to was excellent.

In 2022 I started to encounter the random disconnections which were always attributed to City Fibre in Derby (although it didn't appear to be affecting any other supplier who used the City Fibre Network.

Fast forward to the new year, we have been experiencing problem after problem and the support was unavailable. We learned that in November they were bought by Zybre and all of the Directors and staff were let go, this was not communicated officially until the 9th of March in the middle of another internet blackout.

We then received a letter from City Fibre Warning us of the issues with Air/Zybre and instructing us to get another provider.

I am happy to say I signed up to GigaNet (giganet.uk) and we go live on Tuesday with an Eero pro 6E router and THREE free months.

This has been the most frustrating experience I have had with a supplier as I have been trying to balance working from home and the constant threat of No Service. One Star is too much for this company.

UPDATE: Go Live went smoothly today with the new provider (Giganet). Zybre has challenged this review through Trustpilot asking me to provide details otherwise it may be taken down. I wish they were as interested in putting the customer experience first as they are in trying to remove valid reviews of their service. Disappointing.

Absolutely disgusting behaviour from zybre no internet since 10th February
Got to speak to customer support twice both times reassured it was they are having trouble configuring customers from air broadband and said he was going to refund my direct debit didn’t happen just bull to make you think they are sorting for us but we all know the real reason now so have transferred to another provider but still without service as of today

Bought on board by city fibre and then they transferred to Zybre, terrible service internet keeps dropping out and customer services line just cuts you off

I was an Air Broadband customer for 2.5 years without any issues... until Zybre took over.

We received no notification of them taking over Air Broadband. I didn't receive anything telling me I was now a Zybre customer, and had to find out about the takeover via obscure Google searching.

We had several outages in February which they claimed on e-mail to me did not have anything to do with the takeover (I somehow doubt this). This communication I had with them will not last past this point...

On March 1st, I received a letter from OFNL. The letter stated that Air Broadband could no longer provide a service on their network, and were being formally removed by the 9th of March, meaning our service with Air Broadband would be terminated and we should migrate to another company before that date. Air broadband had already taken payment for March's service that morning.

I provided notice to Zybre's email addresses and Air Broadband's email addresses that I would be cancelling my Direct Debit due to them not being able to provide a service anymore, and I wanted a refund for the involuntary termination of service for between the 9th -> 31st March. I never received anything back from this.

On March 13th, I emailed both companies addresses again to confirm that I had cancelled the direct debit, as I could no longer physically receive a service from them, and wanted all association with me against service and billing to removed. Again, I hear nothing.

March 14th, I decide to call them while at work. I sit on the phone for 2.5 hours and get automatically disconnected. I tried a few more times and you'd always be 17th or 18th in the queue with an 86 min wait time. If you wait until 0 mins left in the queue, the time would just start counting up before eventually being disconnected.

March 15th, I receive an invoice for April's service. I attempt to call them again, this time you get disconnected within 2 minutes, not even put in the queue. I write another email with the previous emails beneath it, explaining that I will not be paying this invoice or future invoices because I cannot physically use their service via OFNL anymore (due to Zybre/Air breaching ONFL's terms). I also asked them again to remove any accosiation of me with their billing and services. I also highlight their inadequacy with regards to communication with their customers. You guessed it, I have heard nothing.

March 16th, I wake up and find out they posted on Facebook about the Air Broadband acquisition the night before, and how "doing the right thing" had put an unexpected "burden" on the company. Maybe you should've done some business planning to anticipate it! Your "good intentions" have screwed many people over, and we would've been better off if Air just went bust. They answered comments on that Facebook post (please note: they restrict who can comment in the first place). I try calling again - disconnected within 2 mins again... so they can answer Facebook comments but can't answer phones or emails? That afternoon, I then get an email saying the Direct Debit will be changing name. I send another email in response to the one the previous day, further emphasising that I cannot physically use the service anymore and reiterating that I want this accosiation removed. I still have not heard anything.

It is frankly disgusting and negligent how this company has acted. I am very concerned about the legalities and how my credit score will be affected by this cowboy company. This is because you can't get into contact with them to get a straight answer or deal with anything...

I have been recording being on hold and will be retaining call logs, my letters from OFNL, and my email trail to them as evidence that I have been trying to fix this account / billing issue but they have not been as willing to cooperate. It is causing me A LOT of unneeded stress, on top of the usual day-to-day troubles life brings.

Speaking to a colleague of mine who was also on Air Broadband (and canceled their service in February after the issues) has still been invoiced for March and April. He canceled the direct debit at the end of Feb and did not pay this as he was told the service was going to be canceled at the end of Feb.

What more can I say? I suppose we'll find out in the coming weeks...

I was an Air Broadband customer on OFNLs network. Zybre took over Air Broadband and have still not told me I am a customer of theirs. When Zybre switched us onto their network in February (again, with no notice) we have had shocking connection. In February, I received a letter from OFNL telling me that they will no longer be supplying Air Broadband and that I will be cut off as of the 9th March. I tried to raise this with Zybre, calling for hours on end with no one picking up the phone. On the 1st March, Air Broadband took a months payment, knowing they would only be providing 9 days service. I have now had to move to another supplier and cancel my direct debit with zybre. I have not been able to get in contact with Zybre at all. I have tried via phone, email, Twitter, instagram and Facebook, yet nothing works. Whilst I have logged multiple complaints with Zybre, including a DSAR of which they have not responded to or provided, the only notification I have had from them was an email stating they have changed the name on my direct debit. Zybre is an absolute shambles and a scam. I would not have picked them even prior to being forced to be with them, and now they will be messing up my chance at a mortgage because they will not cancel my account, despite them not being able to provide more service, if which they have not done since 9th March. If someone from Zybre decides to do their job, contact me via email, I will not be contacting you as my current emails have been sat with you for over a month

Sadly everything that could go wrong with a broadband company went wrong with Zybre. Here's a summary:

1. AirBroadband customers were not notified of a takeover from Zybre until after the takeover had taken place. Therefore customers were transferred to a different provider without their knowledge or consent. As this transfer included personal details, this is in breach of GDPR.
2. Multiple disruption of service over the past 6 weeks, including during planned maintenance.
3. No attempts made to inform customers of planned maintenance (some of which led to loss of service for multiple hours/days), so that customers can take mitigation measures.
4. No customer service. Phone service either disconnected, or wait times of 1hr+ which then never actually connect through to a human being. No response to emails.
5. Breached their terms with the infrastructure providers. No acknowledgment of these problems to their customers, until after the infrastructure providers had to openly state that Zybre is in serious trouble (Zybre now have put a statement on their Facebook page).
6. No indication to prospective new customers visiting their website of the serious ongoing issues - if you just visit their website you would be unaware of the serious trouble the company is in.

As Trustpilot readers will obviously notice, this is not a one-off, but the experience of most Zybre customers.

You can do your own maths if you can trust this company to provide you with a reliable service.

Awful company not taking any calls whatsoever ring for a bit then cuts off what a way to treat customers