Lothian Broadband Reviews 

We have been off broadband and no telephone since 22nd December. Engineer came on 24th and, after spending most of the day trying to get us back on without success, he left us with a WiFi router. He said that someone would return on 27th Dec. After many phone calls giving us fictitious times, no-one has turned up.

Originally going live on the 21st December with install date 5th January, after sending emails and endless calls to the company we finally got through to talk to them. We missed a call so I called back to find out what the problem was to then be told that it's not going live until after the 31st, now we know people in the village that already have it and its live and others are still keeping there appointment for installation so to say I'm very disappointed that we are being lied to that it's down to the contractor. We rely on our broadband here and made arrangements to be here. We are very disappointed that we have had issues and it's not even installed yet! We are seriously considering going to another provider if this isn't sorted

part 2,after my last Trustpilot review I got a call from LB, at the end of the call I said my chances of getting broadband was nil, she said I was in phase 3 of install,
so never going to happen. In touch with local MSP,
very helpful, got an email the other day saying that LB have not been in touch with her after she sent them an email asking about my case. I received £1500 from the government to do this install, that was handed over to LB.....................
ps on the web page if you are in Evanton your town has moved all the way down to Glenfinnin.the broadband must be good down there.

Landline ported to LB on 19.12.23 and stopped working. Reported this on 20th , by 28th still not working. Call centre seems to be manned by people with foreign accents. As I have hearing difficulties this makes it hard for me to understand operators. Not a good advert for an Edinburgh based company.

Think the call centre needs looked at. But the engineer made up for the frustration loosing my Internet on Christmas eve and Xmas day. Ben Donalson (engineer)was so helpful and made sure we were looked after. Credit to your company also made sure we had his mobile in case anything else went wrong to call him as he was working nearby tomorrow. Again well done for sorting out a difficult 2 days. Thanks

Excellent customer service from Kyle. Smooth installation from start to finish kept up to date with everything. What was promised was delivered. Highly recommend

Absolutely shocking lack of communication from Lothian and broken promise after broken promise. Ironic for a company who specialise in connecting people with the world.

I have now wasted two days annual leave, and after being PROMISED our install would be completed today, we have had the poor engineer have to come tell us we are STILL not live - which he is having to do with customer after customer. Another wasted day. It has now taken a total of 3 days of having to be home from work and we still don't have service which requires another engineers visit. This is despite being assured that our service would be live yesterday.

We were told by a 'Manager' she would personally monitor the situation and let us know if there were any further delays, she would let us know....clearly that didn't happen and she is now on annual leave. Hopefully not like us wasting her A/L waiting on a company not to deliver on their promises.

There are so many people in our village now in the same situation, who have taken time off work for work which just isn't happening.

You should be looking to reach out and compensate every single household in this village you have let down.

Great job everything works and on time can’t recommend them enough.

Let down twice before we've even got going!

Install date pushed back, took time off work for the install, only to be told we're not even live in our area yet, so once again will need more time off work!

I feel bad, because the install engineers are fantastic, but I have to leave my review on my experience of the Company as a whole!

I'm even more annoyed they didn't even have the courtesy to let us know the situation. They don't even return your calls!

We FINALLY spoke to a manager, who has said if we are not happy, we can cancel! Great attitude to have.

Ryan & Callum excellent service throughout, top job

Calum the engineer best ever, great speed my broadband is very fast very polite thank you very much Lothian broadband

What can i say... To start with thank you to Connor and Michael as they were fantastic to deal with. Few teething problems but not for long as it was as simple as changing a part of the apparatus that was faulty. Michael lifted and replaced my monoblock header course and its an excellent job. overall great job with great speeds what a difference.

Big thank you to Harry once again for making this happen as he is a credit to the company and i wish you well my friend.

5 ******

Just had my install from Lothian. The two install Engineers Calum and Ryan were earlier than anticipated which was a bonus. They were curtious, friendly and very professional in carrying out the installation, with good explanations on what they were doing and listened to and carried out everything I asked them to do with regards to positioning.
Speeds are at required levels of 300Mbs and the whole process went without a hitch. At this present time, I'm extremely happy with the whole process from Lothian Broadband.

calum and ryan arrived early to my house which was much appreciated, meant that i was able to get jobs round the house done earlier, all through the install both guys were amazing.

An absolute joke of a company, wish I had NOT signed up. Got date for 4th December for installation and to go live, guy came got everything to house said he would be back, last we've seen of him. After contacting them by email and phone calls, and only been able to have a 1% of either email or phone call being answered, was told I would be going live on the 14th December, well you can guess that did not happen. Trying to contact them all day and finally got them was told it will be the 19th December now no expectations just issues ??? THEY do not keep customer informed. Been left without Internet. And really wish I had not signed to go with them. Really unhappy is an understatement 😪

Connor and his partner did amazing today he explained everything out to be about the process to getting me connected and made everything seem so simple and easy to understand.
initially we couldn't get the job done the day before but they were able to get me sorted the next day first thing!.

Great bunch of Lads thanks again for the swiftness is sorting me out

And the speeds have been a huge improvement compared to previous services I've had, can not complain there!

UPDATED - Initially given one star, but they sorted everything out, eventually
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I was excited to be one of the first in my village to get the new super fast broadband on 21st November. Unfortunately, when the engineer turned up, he informed me that it wouldn't be completed that day because the "guy who goes up the pole" was off sick. That engineer did the internal work, and said he would get his boss to order the mortar to fix the hole on the historic brickwork that he'd drilled into. I was OK with that, but asked when it was likely to get installed properly, and he had no idea.
I didn't hear anything, so I chased it up after a week or so. They said it would be done on a specific date. That day came and went. I phoned several times, and there still wasn't any answer.
I phoned after that, and tried to insist that it was connected ASAP because I had cancelled my broadband and was quickly running out of data. Zero progress.

Absolute shambles. Zero customer service for updating me about what's going on. Engineers not turning up, and not communicating.

I just phoned, and they have told me that I've joined the back of the queue again, and I can't have an appointment to get it installed until 18th January (almost 2 months after my original installation date)

Just had my broadband install Connor and Micheal did a fantastic job well impressed with the speed aswell

Absolutely first class service from Connor and Micheal pleasure to talk to and explained everything 5⭐️⭐️⭐️⭐️⭐️Highly recommend

Internet up and down. Phoned tech support. After 10 mins of waiting it tells me nobody is available. So poor.