Wires Broadband

Satisfied customer for three years – There is barely anything bad I could say about my experience with Wires Broadband. I live in an area where ADSL and NBN are not available but I can see Springbrook, a place about 10km away at about 1,000m elevation. Wires has a fixed wireless tower there, and I've had a connection to it since January 2016. There have been a few ups and downs as… Read more

far as reliability and speed are concerned but they have been rare. Early on, the speed was a bit disappointing but the past year or so has been great - 20-30Mbps down is not unusual, there's plenty of data too. Watching Netflix in 1080p without buffering is easy 99.5% of the time.

Most of the problems have come about because of some glitch that any provider or user might experience. The type of problems solved through a simple power cycle. Occasionally, taking such action at my end didn't solve things so I assumed something went wrong at Springbrook, so I used my mobile data instead during the outage. Sure enough, the Wires service returned within minutes or hours. This may not be an acceptable scenario for many people but it was no bother to me.

I don't have much to say on their customer service, mainly because I have hardly needed their assistance. I'm not an expert in such matters by any stretch but I am reasonably technically-minded. When I had to deal with them I was satisfied enough with the outcome.

Wires Broadband (or World Without Wires) was acquired by Spirit Telecom of Melbourne in August 2017.

If I were to move to another area in the region and their fixed wireless service was available there, I'd be happy to remain a customer, even if the NBN with someone else was a possibility.

Don't go with Wires Broadband/Spirit – Every excuse given for download speeds of 0.09!! And over the past year lucky if I got an hour of internet. They said it was due to a 9 story building blocking the disk on their 15 story tower but the building was there a month after I joined and ok first year. No company should sell a product if they have no control over the outcome. Now on NBN. Not theirs!  Show details

Lame costumer service. Big disappointment – Lame costumer service. 12 days to get a technician that costs $180/h after spending 5 afternoons troubleshooting 2 hours with them with 7 different people using the same protocol and receiving template emails. Couldn't be more disappointed with their tech and costumer service and the fact of not providing a prompt solution or compensation for all the extra data I had to purchase as I work from home  Show details

Terrible service (customer service) – Bad customer service- gave 2 different types of conflicting advice and I still dont have a resolution after several phone calls and emails and a complaint lodged.  Show details

Extremely poor service – I Have recommended multiple very large business clients to this company over the past 2 years due to these clients having no or poor ADSL options in their areas..... I now wish I hadn't for the below reasons. 1. The connections lose throughput for brief periods of time so you're unable to browse and ping or your RDP Session will drop out, the… Read more

connections drop out in such a way that the router doesn't know about it and thinks it's still connected.

2. When notifying them of a technical issue the first thing that happens if you email is you get no response at all.

-if you call to follow up asking if they received or have an explanation to your email you get a helpdesk assistant who advises you they will look into it and get back to you. They never return a phone call.

-you will then be told the problem is not them and in fact an issue with your configuration or a 3rd parties

-even if you are technically minded and assist them with troubleshooting the issue while proving the issue to be at their end at a technical level you will then be told the particular service you are trying to use is no longer offered or supported by them anymore OR you will receive a link to an article explaining the internet does not exist and because of this they owe you nothing.

-if you then ask why the service works fine at another clients premises but not this one where wires is the ISP for both clients you get no response.

The service you receive is actually on par with Telstra but more frustrating as at least with Telstra you understand you are never going to get anywhere technically with their representatives so you're ready to fail from the start....... With Wires you get lead on with a bit of hope from the start but in the end after much time and persistence get dumped even harder :(

Worst internet provider – I was abused by [name removed] from wires broadband on the phone. The worst customer service I have ever had. And i was only ringing up to pay the account and ask why i only get 2mbs (at top speed).  Show details

Customer service at It's lowest – My experience with wires was appalling. At first my internet speed was OK but then it deteriorated rapidly and it never recovered. The customer service was appalling. They had me repeat the same testing on my end over and over again with the same end result. They found it difficult to provide any physical service and kept making excuses that had… Read more

no factual reasoning behind them. The company seems to have little functionality when it comes to service repair and resolutions. I would advise anyone thinking of using them to avoid at all costs!!

Wired Broadband – I have tried for the last month to get connected with wires broadband. I found after my initial call I was told enquiries would be made regarding my address and I'd receive a call the following day. At no point have I received a call back. I do call each Friday to get a progress report. This is [name removed] telling me each week that things are… Read more

progressing and he'll be in contact. It's been 4 weeks now and I'm still no closer to connection nor have I received a call in regard to where they are at with my connection. They certainly need to improve customer service.

I also truly felt the need to write a cautionary review – Their approach to customers service is a joke....Constant promises of connection time frames are not met. Quoted email address don't work, Response times to support requests for call back extend to days if ever. Service disconnects 4-6 times a day BUT they say everything is OK on their end and finally after they stuffed around one of my friends… Read more

I'd had enough and advised I want to cancel my service....the response, and I quote

"I have happily put through a disconnection order on your service for the 15/4/17"

Even if they are the only game in town I would recommend not using them.

I truly felt the need to write a cautionary review – During the time of my being a customer of this company I was repeatedly shocked, in a bad-to-worse way. The internet was slow, yes, that is forgivable. However, the customer service and follow up troubleshooting I received over a 3 month period was upsetting and appalling. They had me going round in circles performing the same tests and then… Read more

telling me the same answer- 'that as far as they are concerned the internet speeds are fine on their end.' It was like every time I called up, even with a CRN, we would start from the beginning: 'Is it your computer that is the problem' no 'Anything obstructing the router' no 'Too many users on at once' no, no, no. I was never offered any helpful solutions to the problem, it was always the same 'no problem here.' Eventually I went to the ombudsman, got out my contract and now have (surprisingly) perfect internet with another company, hmmm. Get this, on my last call to cancel my account I was told: 'your expectations of internet speed are just too high.' Here is a warning for a small and obscure internet provider around the Northern Rivers- BEWARE!