Velocity1

Has taken over a week for them to finally cancel our rolling contract, despite us giving them notice exactly as they requested. Instead they continually promised to send out an engineer that never turned up.

They don t listen to a thing you re saying, and they consistently dance around the problem.
Now they have the cheek to charge us full price for the time we were on the package, when we couldn t receive the advertised speeds once, and we almost never had a stable connection. The best alternative they could give us was to use the Wembley Park Free WiFi during outages. If I was going to do that, why are we still paying money to you?

Goodbye Velocity1, hello Sky. General advice for anyone in a tipi property like us- they won t tell you, but you aren t tied to this terrible service.

Poor internet service, have to switch the box on and off on a regular basis and their staff can be quite rude - was actually hung up on the phone by a technical assistant named 'Debbie' who said unfortunately she cannot help me further with getting my internet to work.

In some instances, some of the male technical adviser over the phone have been helpful. But, in general the internet service is not up to standard I am really sorry to say. I have been told by several guests that comes and stay over at mine to switch provider as each time they make use of my internet, it is a case of lost connectivity and i have to constantly switch the technicolor box on and off. Its quite frustrating and not fair. Please switch your game up Velocity 1.Thanks

While my WiFi is understandably not nearly close to the advised speed due to my hardware limitation, the ethernet connection give me the exact speed stated on my plan. I suspect that other reviewers didn't account for their wireless router capacity and number of devices connected. I'm really pleased with the service, I've been using it for the last 1.5 years and will certainly keep doing so. I simply don't understand how the others review are so low.

If it was possible I wouldn't be giving a single star .Worst customer support ever .. Took them 5 days just to write down my complain let alone resolve it and people talking on the phone are completely rude .. please avoid at all costs even if it's free .. I did even when it was free ..not even worth it ..

Went to their office in September and told them I want a no contract service. But why I'm still in a 12-month contract and have to pay monthly after I moved out in April? This absolutely cheating. Avoid.

terrible service, lousy broadband - Its a company that simply does not care STAY AWAY

Scamers! Stay Away! Definitely avoid them at all costs. I subscribed to a no contract fee and paid 4.16 pound monthly. When I wanted to cancel they charged me for an extra month + 3 days saying that they need a 30 day notice. Absolutely scammers.

Very Poor Service - After being a customer for 3+ years , I call just to enable one RJ45 internet wall sockets so that my child could connect to internet on his computer. The Wifi adapter on the computer isnt working.

Customer service agent says ..you must be having a very old computer ..ha ha ..
They simply wash their hands off saying its not possible , It isn't easy task !

An abolutely fantastic customer service experience that's a breath of fresh air in an industry that's known for bad support.

The service is included as part of my rent so I can't comment on the billing side of things that other reviewers seem to have issues with, but the support team go above and beyond to resolve any and all issues incredibly quickly - often on the same day as the issue being raised. There was even one instance where an engineer was required, and they sent someone on the same day.

Cannot fault the service provided.

If I had a choice I would put minus stars. Joe perfectionist is a fake review. Bad connection and an even worse customer service and help team. When you need to contact them (And it's a hell of a lot of times) and if it's in your lucky stars that they pick up, they take another 4 blue moons to even just acknowledge your problems and fix them (to date not fixed any of the problems). Absolutely shambles of a company from product to customer service. Do not. I REPEAT DO NOT EVER GET THEIR SERVICE. Run by great supine protoplasmic invertebrate jellies.

Expensive and terrible service. Just been one month with them and already had 2 major disruptions. First due to the accounts department messing with the payments, which seems a common issue. Second time whole neighbourhood was disconnected for almost 24 hours. I have been with 5 different providers before and never experienced anything like this.

Update: 7 months after joining we keep having issues almost every week. Run away as far as you can from this company

I have been using Velocity1 for the past 3 years and they have the best broadband compared to BT. Their Engineers are superb and always quick to respond to a call out. i had BT and it took 2 weeks to get an Engineer to check the issue. It took Velocity1 less than 48hrs. If you live in Wembley Park it is highly recommended

Support does not exist, u call them and they lie that they are doing some maintenance while in real they forgot to charge my credit card.

Internet from time to time goes down for more than 30 minutes. Top tier trash company, i wouldnt delegate shopping to them.

I am just finishing my 12 months contract with them and I will run away from them. Poor customer service, but mainly it is the worse internet provider I have ever had. I have had slow connection since day 1 and no help at all. I was not surprised when I have seen the reviews the have.

I have been with velocity1 for nearly 10 years now, their service is extremely reliable, I always get my maximum speed of 100Mb/s both upload and download speeds and sometimes a little more, I think in all that time there has been like 3 or 4 outages and only for a couple of hours, I totally recommend them, if you stay patient for the installation, once your set up you wont be disappointed. Brilliant provider!!! admittedly I did buy my own router though :-)

Truly appalling.
The Accounts Department is so incompetent they will CUT OFF your service with NO WARNING even tough the account has been PAID IN FULL & ON TIME!
This has happened more than once.

They refuse to communicate via email - presumably so they don't leave any written evidence of all their errors.
They do not answer their phones.
They do not respond to voicemails left because they haven't answered their phones.
They claim to communicate via text to your mobile. These texts (if they actually do send them) do not arrive. Given their level of ineptitude, I suspect they aren't using an international dialing code from Ireland where they are based.
Demand that you contact them at their convenience and at your own expense to resolve their problems.

i was promised a call back from a department supervisor to explain how this happened and talk about how they will avoid messing up in the future:
What do we think folks - did they bother to make that courtesy call happen?
Well it's been over a week and i still haven't heard from them. Maybe they just have that many complaints to deal with it takes them so long to get round to it.

Sign up with these people and you will be spending your time chasing them up, trying to persuade them, then explaining to them how to do their jobs, all while your home internet and phone line disconnected.

I had to give them 1 star in order to post this review. The Accounts Department doesn't deserve even that.

Customer Service and connection speed has improved considerably and is very high quality now.

I'm astounded by the low quality of other reviews, it's entirely opposite to my experience.

I've been living in the new Tipi building in Wembley Park since it opened in September, the ISP for the whole building is Velocity 1.

Our apartment specifically has had a complex issue with connection dropouts since we moved in, which makes streaming/gaming/downloads/calls painful.

Velocity have been monumentally helpful in resolving the issue, far better than any previous ISP I've been with. I have spoken to the same dedicated support staff member who's been nothing but helpful, courteous and most importantly to me, human.

I've had a number of visits from the same Velocity engineer (no faffing about with different people), who is also awesome. The issue has been complicated to resolve, but Velocity have great visibility of our connection issues on their end which has helped.

I think we have it sorted now and I couldn't be happier, having problems annoyed me but the support process certainly improved my mood! :D

The worst internet provider in London! If you don t have to use their service, please don t. 0 customer support, bad finance team and speed is 1/10 of what was promised. Pleass stay away and you will keep your nerves calm.

such a bad service and Customer service ... just stay away !!!!

The WORST EXPERIENCE EVER! Do not be pulled in by all their marketing BS. This company is run by children. Moved to the Wembley area and have been on the phone over 10 times to get my account set up with no internet and absolutely nobody that can do anything about it. Each time I called they took my details, escalate my case and promised a call back and NOTHING! Not a call back/email/message nothing!!! When asking to speak to a manager they are all managers . All future customers, stay away go with literally any other provider!