ZYBRE Reviews 235

Being a customer of air broadband I simply tried to complain about the weak signal and the fact that it kept completely dropping out only to find they are no longer contactable. Broadband is important for business and we couldn't bank. After some research we gathered air broadband had been acquired by a company called Zybre. I tried to contact them for information only for an answerphone to say there was no-one about at the weekends. We had no television as signal comes through broadband. We had absolutely no communication from ether air broadband or Zybre. Because of this we engaged another company to supply us. I managed eventually to contact Zybre after nearly an hour on the phone to give notice only to be told I had to pay them £300 if I wanted leave even though I told them my contract wasn't with them it was with air bb who weren't contactable the speed was dreadful and said contract was a month. They insisted I pay to be unshakled from this situation and dreadful company. I eventually escaped by sending a copy of my contract and threatening them with offcom.
Unprofessional and rude at best. Avoid this company.

Everything is great fast speeds and very helpful staff and in the UK also a bonus

After overcoming the initial error of installation dates, caused between Zybre & City Fibre. The installation itself was quick and efficient.
Their were further teething problems with installation engineers in the fact that they were not familiar with the Zybre router and could offer no information as to when it would be operational.
A simple Email to each of the install companies should remedy this.
As it stood I was given the task to sort this myself.
In saying that...the broadband is effortlessly efficient and I'm glad to be part of a company that has its customers happiness as their main priority with the fact that a company representative is waiting at the other end of the phone rather than an autobot with no contact number to bypass it.
That is one of the main reasons I switched to Zybre.
I can only hope they don't go down that horrendous route.

No confirmation email or contact at all until 2 weeks after installation date, to which nobody turned up.
Appauling customer service. No hub delivered.

The person I talked to (Jack Viner) was very helpful and polite.
After 2 months nothing has been done yet, I was charged money for a service that did not even happen. What they this company does is called theft.

Installation should have been 2 weeks ago but I have not been given a date and only was told why they never came a week after the original date of installation. Still I am not sure when the installation will happen. Really just looking to see if I am wrongfully charged now as nothing has been efficient up until now.

If I could give minus stars, I would be pleased to do so. Ongoing poor customer service from Air (or Zyber, or Oxygen or Water - not sure the name of your company anymore). Multiple service issues (even raised historically with the CEO) and the frequency of them. Recent, undisclosed sale of Air to "Zyber" and absolutely nothing being communicated with Air customers (I didn't sign up with Zyber, I signed up with Air) - please don't reply saying "restructuring, we will communicate shortly" - the point is this took place in November and should have been communicated in advance of the take over not nearly 4 months later and still no communication - it's called being open, transparent, honest and giving customers the right and informative information, not being secretive. I'm appalled that there has been no response to my email communications which still require a response. I've tried to call, however, all it says I "you are caller number (X)) gives a time, the next time you hear a message, the time to answer just gets longer each time. I was caller 2, but it went from 10 minutes to 19 minutes and just got longer. It is funny, the Air Website says "We are experiencing problems with our Air Broadband order journey and would like to recommend ZYBRE as an alternative in your area that is available. Click here to find out what you can get:". You can't even be honest with your existing or new customers, despite the 0330 number now being the Zybre number. Recent outage, did manage to make contact, however I was asked to do a speed check despite saying I had no internet. Told I would be kept updated, clearly not a priority for the company to keep customers informed. Concerns will be raised with OFCOM. If you aim for this level of appalling service, then you would get 5 starts for achieving that. 66 out of 67 ISP's on trust pilot says everything. Please don't ask me to respond to the trust pilot Zyber email address, just respond to the emails I've already sent!

Additional comment following reply: Zybre have attempted to have the review removed by saying it is for "another company" Air broadband, as Zybre have said in other reviews, now belongs to Zybre, therefore this review reflects the correct company. Airbroadband contact number is 0330 320 2062, Zybre contact number is 0330 320 2062, it is the same company.

Absolutely terrible , signed up with air broadband and now with zybre ( although no communication) no internet at all , yet today they email about the latest bill , are you for real , no service , you cannot charge customers if you don’t provide a service , I have also gone to ofcom as no one answers the phone at all so I don’t even know what to do next about this terrible situation

Not informed of transfer to zybre, from another ISP. Found out when I called to report yet another outage. Four all day outages with no follow up or explanation since September. Paying a premium price for a poor service, will be moving on when the contract finishes.

16-2-23 Since posting this review Zybre have been trying to take it down and unsurprisingly have yet to make contact to offer support.

3-3-23 It's down again today and no contact from Zybre

3-3-23 I emailed the address they gave below and it just bounces

6-3-23 still down, no replies to any emails and nobody answers the support line

10-3-23 Cityfibre have posted an update which explains some of the issues and are in the process of migrating me off to another ISP

15-3-23 down again today

22-3-23 down again today - still no response from cityfibre regarding migration to new ISP

24-3-23 has now been down 2 days

30-3-23 down again!

I too made the mistake of signing up with Air Broadband in late January. City Fibre has completed installation but I still have no router despite numerous calls and emails to Air. I finally get through to someone at Zybre on Thursday, promised a router by Saturday. It didn't turn up so called again on Monday and promised a router would be delivered to me today - shock horror it's still not here.
I'd like to know how to cancel my contract and near impossible to speak to anyone!

No internet this morning. Extremely poor over the weekend. Only found out that I was now a Zybre customer after reading on here that they had purchased AirBroadband. How difficult can it be to email you customers, put something on your website, post on any social media. Phoned this am at 8:05 to be told on message that they were closed and open at 8?? Didn't actually open until 9. Spent 45 minutes on hold before I gave up. Some service has been restored but still very poor for many things. Can't watch Netflix at all. Speed tests on my 1Gig fibre connection to Netflix is 600kbps. That is not a typo! Emailed this am, no acknowledgement email. Clearly has some major problems connecting to Netflix CDNs and many other sites.

Edit: 6pm. Still issues. Finally got through to support and no resolution yet. Interesting that you acquired Airbroadband in November and have stopped taking orders but I only had my service started in January after an order late December

As with other people, I'm sure you can guess my review.

Not only did I not wish to remain with Air Broadband due to their poor customer support (good when you get it, but good luck getting them to answer), but I do not want to be with ZYBRE either. 90 minutes on hold and the wait time just goes up and up. Must be one single person answering the phones, just like Air Broadband. Oddly enough they have 2 directors in common, so no surprise it's being run just as bad.

Saying ZYBRE purchased Air Broadband is just a way for the directors to say they paid themselves a nice wad of cash. I'm sure they will run ZYBRE into the ground and do the same again. Thank god for limited liability companies, eh Tim and Jon.

Cityfibre should remove these guys as providers just as people asked them to do with Air Broadband.

No answer, no internet and no communication that they had taken over previous supplier. Would like to know how to cancel my contract please.

Was not informed of the transfer from Air to Zybre. This is illegal and I have informed ofcom, I also suggest others to do so! Since doing so I have had no broadband connection. The customer service is non existent, they closed for the weekend and went about their business drinking cocktails and having a good time whilst they left their customers with no service. Was told the issue was fixed the following Monday only to wake up Tuesday to get again NO broadband connection. Pathetic service and incompetent staff. Avoid this provider at all costs (using the term provider loosely as they are yet to provide anything)

I have not heard anything from Zybre since November. I have not been connected to Zybre and they have taken a payment from my bank account, via a direct debit, that I have not authorised – so I am currently paying for two broadband providers. Do not engage with this company.

If I could give this company 0 or minus stars then I would.

I have been through hell and back with this company and I’m gonna give the short version.

I placed an order on the website which I had no follow up on, called them and they then set up the account. My broadband eventually got installed but they didn’t send me a router. I then had to call 3 times to get one sent out because they simply don’t communicate within the ‘company’. They eventually sent a router but didn’t put my door number on it. I then had to try get the router address edited which shouldn’t have been my responsibility directly with the courier.

My router finally got delivered about 10 days later and when I plugged it in it didn’t work. I called and emailed for 3 days and still got no response. Then turns out the router they sent wasn’t configured for the service.

The router starts to work and I was paying for 1GB and getting 32mbps wireless and 90mbps wired. Considerably lower. I then called (yet another 30 minute wait to get through) and after a further 9 days they sent out someone from CityFibre on a date I said I wasn’t available. I then told my availability and again was sent someone when I wasn’t available.eventually got the line checked and they told me the line was perfect and was no issues.

I waited a week to hear back and they didn’t even contact me. I then called to cancel my services. The guy I spoke to said yeah that’s fine I’ll cancel them immediately. I then get an email 3 days later saying they didn’t cancel my services and that I would need to pay £330 ETC to leave the contract. I said well you’ve told me it’s cancelled and I have two emails to confirm it. Why would I pay you money when you never provided my service in the first place.

I then placed an order with another provider and was told that the service would be love the following Monday. Then what Zybre done was place another order on my line to prevent me from getting another service.

I called and spent yet another hour arguing about why I wouldn’t be paying them money when they didn’t provide my service in the first place. They still insisted I would pay the £330 and I told them I won’t be and I’ll be going to Ofcom.

I went to ombudsman which Zybre state on their website they are a member of. Turns out they aren’t a member of Ombudsman so they are lying to customers saying they can go there with a deadlock when they can’t.

I have never experienced such lack of customer service in any single company in my life. No one calls back, emails back or follows up on anything. Not one single apology or recognition for anything they have gotten wrong.

How CityFibre are allowing this company to use their infrastructure is beyond me. The company doesn’t have Facebook or twitter which I’m not surprised because how could you market a company that has so many bad reviews.

My issues are not stand alone, I can see others have had similar problems. Quite honestly you’d have more reliability in 2023 with dial up than anything this company has to offer. I have sought legal advice which is in progress. They have breach data protection in so many ways. I requested a Subject Access Request which any company is legally obliged to give you and its been 3 weeks and not a single reply. They only get 1 month to supply one from date of request. I have also reported them to the ICO (Information Commisioners Office) aswell.

DO NOT take any service from this company. Avoid avoid avoid!!

Was originally with air broadband but Zybre have taken over, internet went down on Thursday night i phoned Zybre on Friday and was told they'd contact me well it's Sunday now and still no contact.
As this is a provider taking over the isp i was originally with i believe a new 14 day cooling off period applies well i'd like to cancel immediately please so i can go with Giganet a far more reliable company.
If you don't let me cancel i'll just force the cancellation by stopping my direct debit and contacting the ombudsman.

Edit a email has been sent as request and information you requested has been sent too.

To follow up on my previous post. Still no comms from Zybre, even though they were aware of the issues that I was experiencing as other customers had reported the same problems on Friday 10th, its also clear from other posts I am not a lone in my frustration. I have tried to call, email, contact on FB and through the website, still nothing. To just leave customers completely in the dark all weekend with no Internet is appalling customer service. I fully appreciate that faults happen but customers must be kept informed. This seems to be for Air BB customers after the purchase of the company by Zybre. I for one will be looking for alternative ISP, one that puts customer service at the forefront of the business and not just how many new clients they can sign up!