ZYBRE Reviews 235

Worst customer review I have ever experienced. I have been patient and given them a good chance as I thought they were new on the market. However, two appointments where an engineer should have turned up, both times nobody came and no note why. Several phone calls to find out what happened, every time being promised that they will look into it and will call back to then hear back .... nothing! The router took forever to turn up. All this from January to now March. Safe yourself from a headache and take a different provider.

I was happy with Air Broadband; you took over without informing any customers, and now there are different issues.

For one whole weekend there were issues accessing websites/services like Netflix, Microsoft etc.

Now again I can't access Social Club Rockstar Games and need to use VPN for it to work.

As per previous reviews I am a customer of Air Broadband which have been taken over by Zybre. No confirmation has been provided of this and only found out through Google.

I am not receiving the same internet service since the takeover. I have tried.to contact Zybre on their 1 telephone number (sales, support, customer service) but have twice been disconnected as soon as 16.00 rolls round despite their voicemail saying that office hours are until 18.00.

I have emailed both mailboxes advising of my intention to leave with the 14 day notice period having already started despite no acknowledgement from Zybre.

Zybre - I recommend you reach out to me to resolve asap.

02 march - still no.contact from Zybre
03 match - written to your office address which has returned as refused
04 march - Ofcom Complaint submitted
06 march - email sent to Ombudsman

Can't write, call or email.

I can't contribute to any other reviews but for anyone else that is experiencing the same as me please email the Ombudsman and Ofcom. The more people that report their experiences the more that Ofcom and Ombudsmen will investigate

Your lack of commitment and communication.

That sent me a email and that me to confirm a date for the internet ask me what time I would like morning or evening which was very good of them

Full disclosure. I am a customer of Air Broadband; however, it seems that at some point in the last few months, Zybre acquired Air (however this has never been communicated with Airs customers) and has started dealing with the technical support of these customers, so the main interaction in this review has been with Zybre technical support, specifically with Daniel.

Things started great with Air (pre Zybre), I signed up when CityFibre activated on my street, Air organised installation quickly, and on the day of connection, sorted an issue within the hour; they even registered my router MAC address on their network so I could use it without a middle router.

Fast forward 4 months. During this time, air have unknowingly to any of its customers, been acquired by Zybre.

2 weeks ago, Netflix started playing up, along with BBC iPlayer, naturally, I assumed it was my device, so I went through all the usual fault-finding steps, different device, wired instead of wireless, change the router etc, nothing, so I came to the assumption that it was a network issue, leave for 24 hours and reboot, nothing. I can still browse the net, but a number of video services are not unusable. I email Air support. Nothing.

3 days later, I emailed again, but nothing. I go to their website and the support number is in a different font to the rest of the website; weird I thought, but I ring "Welcome to Zybre Internet, for technical support, please press 1". I think I must have got the wrong number, so I hang up and try again. "Welcome to Zybre Internet; for technical support, please press 1". so while I am on hold ("you are fifth in the queue, we expect to answer your call in 35 minutes" REALLY? It is THAT slow?? how many (few) agents have they got?) this is the moment where my own research leads me to find our that Air have been bought by Zybre, not told any customers, and transferred technical support to Zybre (which, by the way, is only Monday to Friday 9-5, so I can only have an internet problem while I am at work....). I get through to Daniel at support; first I ask if I am through to the right people as I expected to be speaking to Air technical support, and an uninterested "yeh" is the response I get, ok fine. I tell him the issue and he says they have had a few calls like this, they don't know whats causing it yet so they need to take a few details to gather what is going wrong, they can then fix the issue and they will tell us when its fixed. Ok, here are my details, I then explain I will try a few more things and email them in. He thanks me and we leave the call.

The next day I try using a VPN, and low and behold it works, so I email Daniel and let him no. I don't get any acknowledgement of the email.

A week later, no service improvement, and no email. So I email again, and I include the main technical support and customer service emails for good measure. That was yesterday (23rd Feb), so I am waiting for a response to that.

A message to Air/Zybre, I am happy to revise this review with a truthful and (hopefully) happy ending, if my service is restored and my emails replied do.

Would not trust just tried set up direct debit with no contact or service

I am not a customer of zybre have never been please remove my details from your records thank you

I was extremely happy with the service being provided by Air Broadband until it was transferred, with no notice, to Zibre.
The speed became very sporadic and, when a speed was above the minimum stated in our contract, it often took 2 minutes to begin a connection to a webpage.
I am unhappy with the way our concerns have been handled and I do not believe that we have received open and honest communication from them.

Their website is now down. They are not answering the phone (in fact they are terminating any attempts to call). RIP Zybre?
I hope they release my connection with CityFibre so I can pay a different provider for an effective service!

First time registering for fibre as it hasnt been in my area before, the install went great and was sorted quickly.
Connected my own equipment as i wasnt provided a router until i complained and was sent one the following day.
I had no internet connection on my equipment which tech support did help me with, and no internet on the router provided.
Today as of writing this review i was in a queue of 3 people and had wait 1 hour just to be cut off.
once i eventually got through to someone i was told the auth system was down and was told it could be weeks till i get internet!!
which for a company claiming to be the fastest growing fibre provider is unacceptable
will never be recommending this company to anyone.

Update:
As of 06/03/2023 im still without broadband as Zybre arent answering my emails and cant get through on the phone so the wait continues

Do not buy this companies services. Service started on 27th Jan and worked fine until 9th Feb. Then failed, speed intermittent between 0 and 200Mbs, many websites un-contactable. Company failed to respond to phone, web form and email. Served notice of cancellation under 14 day rule with no response. They use City Fibre and I'm told they do not even respond to City Fibre request to relinquish connection. Now I've checked with Companies House and find they are late filling their accounts, a sure sign of a company in financial difficulty.

Update
See my email of 14th Feb to Air Broadband. Copy below.
----
Sirs,
Ref. Customer no. :BRA015

I formally invoke my right to cancel my contract for fftp broadband services under the 14 day cooling off period. You have been failing to provide the service reliably over the last 4 days and have failed to respond to telephone and web form enquiries.

You are free to collect the router you provided at any time given prior notice or you can supply a prepaid return label for your carrier of choice.

Yours faithfully

Avoid at all costs.
We were previously with Air broadband which has been taken over by Zybre with no notice to us.
We’ve had no internet for more than two weeks now. Several contacts with Zybre have been useless so we want to leave, but they refuse to allow us to leave without paying a PENATLY fee for a SERVICE THEY HAVE NOT PROVIDED! We have had significant extra costs now because of no internet (working from home is impossible!) and they can’t fix it for another 3 weeks.

Absolutely heartless and ruthless customer service. Never have I experienced such inflexibly WHEN IT IS THEIR OWN FAULT! Avoid at all costs.

Edit 22/2/23 - have emailed as requested in the reply, but no response yet.

28/2/23 - I sent my contact details but no one has contacted me to this day . Zybre really don’t care.

6/3/23 - still no response from Zyber. Don’t bother even trying to call as it disconnects after 2 hours even if you’ve made it to the front of the queue.
And there’s still no internet service.

Being trying to cancel my order for 2 weeks now absolutely shocking service. Even reported to cityfibre now its that bad.

I was a customer of Air Broadband before ZYBRE took over. My broadband went down a week ago and after 20 phone calls, 5 email, it is still down. An engineer meant to come to me to fix it as I had all day appointment (9-18). I was at home all day long, and surprisingly nobody showed up. Waiting times are horrendous, after 1:30h of waiting as number 1 in the queue, nobody picked up the phone.
Every time I get to speak to them, it seems like it was my first call. Today I managed to get through after 35 min of waiting. They were surprised and stated that there isn't a single note on my account about lack of the internet. Also, they will "LOOK INTO IT" while on phone but wouldn't give any answers to the issues when questioned.

Avoid at all cost.

Cancelled after nothing promised lived up to

All good so far. Stable broadband signal and service

Great staff and very professional service so far 👍🏻

No documents sent after taking up the service, an engineer was sent before the router had been received and they want to charge me for a service which has not been provided. Logged a formal complaint by email and have not had any acknowledgment from them.

Charging me but haven’t actually provided the internet…

Been waiting over 2 1/2 months for you to show your faces, i want nothing to do with you or Nottingham City Fibre Cowboys, As far as i am concerned i have no contract with you what so ever. We will see what trading standards have to say about this situation. Update I have now gone with the Zybre though only because their modem was already at my home, and i did not fancy waiting another 30 days to be connected by somebody else. Though i have to still say that they are failing miserably , Customer Service team must must consist of a couple of people as the ques seems to last for ever. Do not risk the stress this company puts on you.