Highlandbroadband.com Reviews

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IMPORTANT: We have not personally tested this company’s services. This review is based solely on information provided by the company on their website. For independent, verified user experiences, please refer to trusted sources such as Trustpilot, Reddit, and BBB.org.

Highlandbroadband.com Reviews

Based on looking at the website, Highlandbroadband.com appears to be a telecommunications company offering full-fibre broadband services primarily in Scotland.

The site emphasizes speed, reliability, and affordability, aiming to provide high-speed internet to communities, particularly in rural areas.

They highlight features like “lightning-fast” full-fibre, competitive pricing starting from £29.99, and a “switch without the stress” initiative that includes covering up to £500 in leaving fees from previous providers.

Furthermore, they offer a 28-day cooling-off period, which could offer some peace of mind for new customers.

This review aims to deep-dive into the various aspects of Highlandbroadband.com, examining their service offerings, pricing structures, customer support claims, and overall value proposition as presented on their website. Optuma.com Reviews

We’ll explore what makes them stand out, potential drawbacks, and how they compare to other broadband providers, particularly for users seeking reliable and high-speed internet connections.

Understanding these elements is crucial for anyone considering making the switch or signing up for a new broadband service, ensuring an informed decision that aligns with individual or household needs.

Highlandbroadband.com Review & First Look

Based on checking the website, Highlandbroadband.com presents itself as a dedicated Scottish full-fibre broadband provider.

The initial impression is that of a company focused on providing a high-speed, reliable internet connection with a strong emphasis on customer transition and community investment.

Their homepage immediately highlights their key selling points: “lightning-fast” speeds, competitive pricing, and attractive switching incentives. Lawlanesolicitors.co.uk Reviews

Website User Experience and Navigation

The website is clean, modern, and relatively easy to navigate.

Key information such as “Check availability,” “Prices start from £29.99,” and “Switch without the stress” are prominently displayed, guiding potential customers efficiently.

The use of clear calls to action and direct language makes it straightforward for visitors to understand their offerings.

The site loads quickly, which is crucial for a broadband provider, demonstrating their own commitment to speed.

Initial Offerings and Value Proposition

Highland Broadband’s core proposition revolves around full-fibre technology, which promises superior speeds and reliability compared to traditional copper-based broadband. They clearly state speeds of up to 2000Mbps, catering to highly demanding internet users and busy households. The pricing structure, starting at £29.99/month for 100Mbps, is positioned as affordable, especially when considering the technology offered. The £500 switching credit and 28-day cooling-off period are significant incentives, addressing common pain points associated with changing internet providers. This shows a customer-centric approach, aiming to alleviate financial concerns and provide a risk-free trial. Baristaunderground.com Reviews

Highlandbroadband.com Pros & Cons

Every service has its strengths and areas for improvement.

Based on the information presented on Highlandbroadband.com, here’s a balanced look at its potential advantages and disadvantages.

Advantages of Highland Broadband

• Full-Fibre Technology: This is a major advantage. Full-fibre Fibre-to-the-Premises or FTTP offers significantly faster speeds and greater reliability than traditional copper or hybrid fibre networks. It means less latency, smoother streaming, and more consistent performance, especially during peak usage times. The website proudly states “Ultra-fast. Ultra-reliable.” which is a direct benefit of this technology.
• Competitive Pricing: With packages starting at £29.99/month for 100Mbps, Highland Broadband positions itself as an affordable option for full-fibre. Their higher-tier 2000Mbps package at £54.99/month is also competitive for such high speeds, especially when considering the quoted savings like “Save £840” over a 24-month contract compared to the usual £89.99/month.
• Generous Switching Incentives: The “Pay Nowt” scheme, offering free broadband until your current contract ends and up to £500 credit to cover leaving fees, is a substantial draw. This significantly reduces the financial barrier and stress of switching providers, making it a very appealing option for those currently tied into other contracts.
• 28-Day Cooling-Off Period: This provides customers with peace of mind. If the service doesn’t meet their expectations within the first 28 days, they can cancel without penalty, reducing perceived risk.
• Community Investment and Local Focus: The company states, “We invest in Scotland, and our people.” They build only in Scotland, employ local people, and are funded by the Scottish National Investment Bank. This local commitment might resonate strongly with Scottish residents who prefer to support businesses that contribute to their local economy and communities.
• One Touch Switch: This promises a seamless transfer process where Highland Broadband handles all the coordination with the previous provider, eliminating customer hassle and “hold podcast, no headaches.”

Potential Disadvantages of Highland Broadband

• Geographic Limitation: A significant “con” for anyone outside Scotland is that Highland Broadband only builds and operates in Scotland. This means its services are not available nationwide, limiting its reach and accessibility to a specific region. Users outside their build plans cannot access their services.
• Contract Length: All advertised deals are “Only on a 24-month contract.” While this is common for broadband, it’s a long-term commitment that might not suit everyone. Some users prefer shorter contracts or rolling monthly options for greater flexibility.
• New Customer Focus for Offers: The attractive “Save” offers and switching incentives are “for new customers only.” Existing customers looking to upgrade or renew might not benefit from the same discounts, which could be a point of contention.
• Reliance on Full-Fibre Availability: While full-fibre is a pro, its availability is still expanding. The website emphasizes checking availability, meaning not every address in Scotland will be covered, especially in more rural areas. Customers might be within Scotland but still unable to get the service.
• Optional Extras: Features like “Smart WiFi+” and “Unlimited Calls” are listed as “optional extras,” implying additional costs. While this allows for customization, it means the advertised price might not cover all desired functionalities, leading to higher overall bills for some users.
• Lack of Publicly Available Service Level Agreements SLAs: While the website talks about reliability, detailed Service Level Agreements regarding uptime guarantees, resolution times for outages, or compensation policies are not immediately visible on the main pages. This information is crucial for business users or those with high uptime requirements.

Highlandbroadband.com Pricing

Highlandbroadband.com offers a clear and straightforward pricing structure, primarily based on speed tiers. All plans are tied to a 24-month contract and are explicitly stated to be “for new customers only.” The website highlights significant savings compared to what it implies are standard monthly rates, emphasizing affordability for full-fibre connectivity.

Broadband Packages and Monthly Costs

Highland Broadband features four distinct full-fibre packages, each with varying speeds and corresponding monthly prices:

• PureFibre 100:
  • Speed: 100Mbps Upload and download
  • Promotional Price: £29.99/Month originally £34.99/pm, saving £120 over 24 months
  • Ideal for: Smaller households, basic streaming, browsing, and casual online gaming.
• PureFibre 300:
  • Speed: 300Mbps Upload and download
  • Promotional Price: £34.99/Month originally £49.99/pm, saving £360 over 24 months
  • Ideal for: Medium-sized households, multiple users, extensive streaming 4K, online gaming, and large downloads. This is marked as “Most Popular.”
• PureFibre 900:
  • Speed: 900Mbps Upload and download
  • Promotional Price: £44.99/Month originally £74.99/pm, saving £720 over 24 months
  • Ideal for: Larger households, professional remote work, heavy data usage, multiple simultaneous 4K streams, and competitive online gaming.
• PureFibre 2000:
  • Speed: 2000Mbps 2 Gigabit Upload and download
  • Promotional Price: £54.99/Month originally £89.99/pm, saving £840 over 24 months
  • Ideal for: Tech-savvy users, very large households, content creators, advanced smart homes, and anyone demanding the absolute fastest residential speeds.

Savings and Contractual Guarantees

The “Save” figures prominently displayed alongside each package, such as “Save £120” or “Save £840,” represent the total discount over the 24-month contract period when compared to the higher “original” monthly price. Carnimeat.com Reviews

This marketing strategy aims to highlight the perceived value of signing up.

A significant financial benefit emphasized is the guarantee of no in-contract price rises. This offers financial predictability, protecting customers from unexpected increases in their monthly bills, a common concern with many broadband providers.

Switching Credit and Incentives

Highland Broadband offers a compelling “Pay Nowt” incentive for new customers:

• Free broadband until your current contract with another provider expires.
• Up to £500 credit to cover early termination fees from your existing provider.

This incentive is designed to remove financial barriers that often deter customers from switching, making it a very attractive option for those currently in contracts with other ISPs.

The exact amount of credit up to £500 likely depends on the chosen package, though the website does not specify the tiered breakdown for this credit. Premierjobsuk.com Reviews

Optional Extras

The pricing model also includes optional extras that would incur additional costs:

• Smart WiFi+: Described as “WiFi that reaches every nook and cranny of the home,” suggesting a mesh WiFi system or range extenders for enhanced coverage.
• Unlimited Calls: “Crisp and crystal clear calls through your fibre connection,” indicating a VoIP Voice over Internet Protocol phone service.

The specific pricing for these add-ons is not immediately visible on the main pricing section but would factor into the total monthly cost for customers who opt for them.

It is important for potential customers to inquire about these costs when considering a package.

How to Cancel Highlandbroadband.com Subscription

Canceling any service can sometimes be a convoluted process, but based on the information available on Highlandbroadband.com, particularly concerning their cooling-off period and terms, we can infer the general steps and considerations for cancellation.

While a dedicated “how to cancel” guide isn’t immediately visible, standard industry practices and their stated policies provide a framework. Greensremovals-chester.co.uk Reviews

Understanding the Cooling-Off Period

Highland Broadband explicitly offers a 28-day cooling-off period. This is a crucial window for cancellation without significant penalty.

• During the First 28 Days: If you decide the service isn’t for you within 28 days of activation, you can cancel your contract. Typically, you would be liable only for the services consumed during that period and any installation fees might still apply, depending on their specific terms. It’s essential to check the detailed “Terms & Conditions” or “Customer Complaints Code” linked in their footer for precise financial implications during this period.
• How to Initiate: The website mentions “Contact us,” implying that cancellation requests would need to go through their customer service channels. This would likely involve a phone call or an email to their support team.

Cancelling Outside the Cooling-Off Period Within Contract

Since all advertised plans are on a 24-month contract, canceling after the 28-day cooling-off period but before the 24 months are up would likely incur early termination charges.

• Early Termination Fees: Most broadband providers charge a fee for canceling early to recoup installation costs and lost revenue. While Highland Broadband doesn’t explicitly detail these fees on the main pricing page, they would be outlined in the full “Terms & Conditions.” It’s standard practice for these fees to be a pro-rata charge for the remaining months of the contract.
• Reasons for Cancellation: If cancellation is due to service issues, it’s vital to follow their complaints procedure linked as “Customer Complaints Code” in the footer. Documenting persistent problems and failed attempts at resolution could potentially waive or reduce early termination fees if the provider fails to meet service expectations outlined in their terms.
• Process:
  1. Contact Customer Service: The primary step would be to contact Highland Broadband’s customer support. Their contact information Tel: 0330 236 9900 is provided on the website.
  2. State Your Intention: Clearly state that you wish to cancel your broadband service.
  3. Provide Account Details: Have your account number and personal details ready for verification.
  4. Discuss Early Termination Fees: Ask about any applicable early termination fees and the total amount due.
  5. Confirm Cancellation Date: Agree on a final service date.
  6. Return Equipment: Inquire about returning any leased equipment router, fibre ONT and the process for doing so to avoid unreturned equipment charges.
  7. Obtain Confirmation: Request a written confirmation of your cancellation, including the effective date and any final charges.

Cancelling at the End of Contract

If you decide to cancel your Highland Broadband service as your 24-month contract is nearing its end, the process is generally straightforward and should not incur early termination fees.

• Notice Period: Most broadband providers require a notice period, often 30 days, before the contract end date. It’s crucial to check their terms and conditions for this specific requirement to avoid inadvertent continuation of service or extra charges.
• Steps:
  1. Contact Customer Service: Call their support line before your contract renewal date.
  2. Inform Them of Non-Renewal: Clearly state that you do not wish to renew your contract and intend to cancel at the end of your term.
  3. Confirm End Date: Verify the exact date your service will cease.
  4. Equipment Return: Arrange for the return of any equipment provided by Highland Broadband.
  5. Seek Confirmation: Always ask for written confirmation of your cancellation.

It is highly recommended to review the full “Terms & Conditions,” “Customer Complaints Code,” and “Acceptable Usage Policy” linked at the bottom of the Highlandbroadband.com website for the most precise and legally binding details regarding cancellation policies and associated charges.

Highlandbroadband.com Alternatives

Given that Highland Broadband is a regional provider focused solely on Scotland and primarily on full-fibre, finding alternatives often depends on your specific location within Scotland and your priority – whether it’s speed, cost, or national coverage. Socomtactical.net Reviews

For those outside their service area, national providers become the immediate alternatives.

Even within Scotland, various other providers offer competing services.

National Broadband Providers UK-Wide

For those who are not in Highland Broadband’s specific build areas, or for those who prefer larger, national networks, these are prominent alternatives:

• BT Broadband: As the largest provider, BT offers a wide range of ADSL, fibre-to-the-cabinet FTTC, and increasingly, full-fibre FTTP services across the UK, including many parts of Scotland.
  • Pros: Extensive coverage, strong brand recognition, often bundled with TV and phone services.
  • Cons: Can be pricier, customer service reputation varies, full-fibre availability still expanding.
• Virgin Media: Known for its independent cable network, Virgin Media offers some of the fastest widely available speeds up to 1.1Gbps in many urban and suburban areas of the UK, including major Scottish cities.
  • Pros: Very high speeds over cable, often bundled with TV and phone.
  • Cons: Limited coverage compared to Openreach network providers, service can be more expensive.
• Sky Broadband: Utilizes the Openreach network for its fibre services FTTC and FTTP. Sky is popular for its bundles with TV and phone.
  • Pros: Good customer service reputation, attractive bundles, wide availability where Openreach fibre is present.
  • Cons: Speeds on FTTC might not match dedicated full-fibre, relies on Openreach infrastructure.
• TalkTalk: Offers budget-friendly broadband services over the Openreach network.
  • Pros: Often among the cheapest options, focuses on value.
  • Cons: Customer service has historically received mixed reviews, speeds dependent on Openreach infrastructure.
• Vodafone Broadband: Another provider utilizing the Openreach network, often offering competitive deals on fibre broadband, especially for existing Vodafone mobile customers.
  • Pros: Competitive pricing, potential for mobile bundling.
  • Cons: Customer service can be inconsistent, less established in broadband than older players.

Other Full-Fibre Providers in Scotland

• CityFibre Partners: CityFibre is a wholesale full-fibre network builder. Various ISPs partner with CityFibre to offer services on their network. If CityFibre has built in your area of Scotland, you could access services from providers like:
  • Zen Internet: Known for excellent customer service and technical support, though often at a premium price.
  • TalkTalk on CityFibre: Offers services on CityFibre’s network in some areas, providing faster speeds than their Openreach offerings.
  • Vodafone on CityFibre: Similar to TalkTalk, offers faster speeds where CityFibre is available.
• Other Regional Full-Fibre Providers: Depending on specific towns or regions within Scotland, smaller, independent full-fibre providers might be emerging. These often focus on hyperlocal deployment. Researching local council broadband initiatives or community fibre projects can reveal these options.

Considerations When Choosing an Alternative

• Availability: Always the first check. Use postcode checkers on each provider’s website.
• Speed Requirements: How fast do you truly need? 100Mbps is ample for most, while 900Mbps+ is for power users.
• Pricing and Contract Length: Compare monthly costs, setup fees, and contract terms. Look for hidden charges or post-contract price hikes.
• Customer Service: Read reviews about their support quality. A reliable connection is great, but effective support is crucial when things go wrong.
• Bundles: Do you need phone lines, TV packages, or mobile deals alongside your broadband? Some providers excel at bundling.
• Installation Process: Understand the estimated installation times and any associated costs or requirements for new fibre lines.

Ultimately, the “best” alternative depends on your specific needs, location, and budget.

It’s always wise to compare at least three different providers in your area before making a decision. Expresstrainers.com Reviews

Why Full-Fibre is Superior to Traditional Broadband

Highlandbroadband.com heavily markets its full-fibre offerings, and for good reason.

Full-fibre broadband, also known as Fibre-to-the-Premises FTTP, represents a significant leap forward in internet technology compared to older, traditional broadband connections like ADSL Asymmetric Digital Subscriber Line or Fibre-to-the-Cabinet FTTC. Understanding the technical differences illuminates why full-fibre is considered superior.

The Core Difference: Material and Transmission

• Traditional Broadband ADSL/FTTC:
  • ADSL: Uses old copper telephone lines from the exchange all the way to your home. Copper wires were designed for voice calls, not high-speed data.
  • FTTC Fibre-to-the-Cabinet: Uses fibre optic cables from the exchange to a street cabinet, but then relies on the existing copper telephone wires from the cabinet to your home. This “last mile” of copper is often the bottleneck.
• Full-Fibre FTTP: Uses fibre optic cables directly from the internet service provider’s ISP exchange or hub all the way to your home or business. There is no copper in the connection path.

Key Advantages of Full-Fibre

1. Significantly Higher Speeds:

   • Traditional: ADSL typically offers speeds up to 20-30 Mbps. FTTC can reach speeds up to 80 Mbps download and 20 Mbps upload. The maximum speeds are limited by the electrical properties of copper and the length/quality of the copper line.
   • Full-Fibre: Capable of delivering speeds far beyond what copper can handle. Highland Broadband offers up to 2000Mbps 2 Gigabits per second for both download and upload. This massive bandwidth allows for multiple users and devices to perform data-intensive tasks simultaneously without degradation.
   • Real Data: According to Ofcom’s 2023 UK Home Broadband Performance report, the average actual download speed for FTTP connections was significantly higher than FTTC, often exceeding 500 Mbps, while FTTC averaged around 60-70 Mbps.

2. Symmetrical or Near-Symmetrical Speeds:

   • Traditional: ADSL and FTTC are “asymmetrical,” meaning download speeds are much faster than upload speeds. This is suitable for casual browsing mostly downloading data but struggles with uploading large files, video calls, or content creation.
   • Full-Fibre: Often offers symmetrical or near-symmetrical speeds like Highland Broadband’s stated “Upload and download” speeds. This is crucial for activities like video conferencing, cloud backups, uploading large video files, or running a home server, where upload speed is as important as download speed.

3. Superior Reliability and Stability: Fixscreens.co.uk Reviews

   • Traditional: Copper cables are susceptible to electromagnetic interference, corrosion, and distance-based signal degradation. This can lead to dropped connections, fluctuating speeds, and more frequent outages.
   • Full-Fibre: Fibre optic cables transmit data using light signals, making them immune to electromagnetic interference. They are more durable and less prone to degradation over distance, resulting in a much more stable and reliable connection with fewer dropouts. The website highlights “Ultra-reliable – The most up-to-date tech for less downtime, more uptime.”

4. Lower Latency Ping:

   • Traditional: Copper connections naturally have higher latency due to signal processing and electrical resistance.
   • Full-Fibre: Data travels at the speed of light through fibre, resulting in significantly lower latency or “ping.” This is critical for real-time applications like online gaming, video conferencing, and remote desktop access, where a delay of even a few milliseconds can be noticeable.

5. Future-Proofing:

   • Traditional: Copper networks are reaching their technological limits. Upgrading them significantly requires replacing the infrastructure entirely.
   • Full-Fibre: Current full-fibre technology has immense capacity. The infrastructure laid today can support much higher speeds in the future by simply upgrading the equipment at either end, without needing to replace the physical cables. This makes it a long-term investment.

6. Enhanced Experience for Multiple Users/Devices:

   • With more devices per household smart TVs, phones, tablets, smart home devices, gaming consoles, PCs and increasing demands for 4K streaming, cloud services, and online gaming, traditional broadband struggles to cope. Full-fibre provides the bandwidth necessary for every member of the household to enjoy their online activities without buffering or slowdowns. The website notes, “Full-fibre is capable of serving super busy households.”

In essence, full-fibre eliminates the bottlenecks of older copper networks, providing a robust, high-capacity, and future-proof connection that is essential for modern internet usage.

This is why providers like Highland Broadband are investing heavily in its deployment. Science-gifts.co.uk Reviews

Community Focus and Investment in Scotland

Highlandbroadband.com places a significant emphasis on its local roots and commitment to Scotland. This isn’t just a side note.

It’s a core part of their identity and value proposition, which could appeal strongly to residents and businesses in the region.

Investing in Scottish Communities

The website explicitly states: “We invest in Scotland, and our people.” This is followed by several key points detailing their commitment:

• Local Build and Employment: “We only build in Scotland. We employ local people, providing training and career opportunities.” This highlights a direct contribution to the Scottish economy through job creation and skill development. It implies that the money spent by customers goes back into the local community rather than flowing out to a large, national or international corporation.
• Local Offices: “Our offices are in Edinburgh & Inverness,” which reinforces their physical presence and accessibility within Scotland. This suggests local decision-making and a better understanding of regional needs.
• Funding Source: “We’re funded by the Scottish National Investment Bank.” This publicly stated funding source further solidifies their Scottish identity and commitment to the national economic strategy. The Scottish National Investment Bank’s mission is to support sustainable economic growth in Scotland, aligning with Highland Broadband’s stated goals.

Connecting Whole Communities

Beyond just employing local staff, Highland Broadband articulates a broader mission: “We connect whole communities.”

• Mission-Driven Deployment: “We’re here to connect everyone we’ve told we will. Some may take longer to reach than others, but we’re on a mission to get fibre-to-the-premises to everyone in our plans.” This suggests a systematic, long-term approach to infrastructure development, focusing on bringing high-speed internet to areas that might have been underserved by larger national providers. This is particularly relevant for rural communities in Scotland, where connectivity has historically been a challenge.
• Community Engagement: “We work with your community Developing relationships is important to us, becoming part of your community and lending a helping hand – even donating a free hub here and there to those who need it most.” This goes beyond simply providing a service. It suggests active participation in community life, potentially through sponsorships, local events, or direct support to those in need. This level of engagement can foster trust and loyalty among customers who value businesses that give back to their local areas.

Social and Economic Impact

Highland Broadband’s local focus has several potential positive impacts: Rentalhomes.org Reviews

• Bridging the Digital Divide: By concentrating on expanding full-fibre to underserved areas, they contribute significantly to reducing the digital divide within Scotland, ensuring more people have access to essential high-speed internet for education, work, and social connection.
• Economic Growth: Reliable, fast broadband is a fundamental enabler for economic growth. It supports local businesses, facilitates remote work, and encourages innovation within the region.
• Strengthening Local Identity: For many, choosing a local provider that invests in their area is a conscious decision to support their own community, contributing to a sense of shared prosperity and local pride.

This strong community and local investment narrative is a distinguishing feature of Highlandbroadband.com, setting it apart from national competitors and potentially appealing to customers who prioritize ethical business practices and local economic development.

Customer Testimonials and Trustpilot Presence

Highlandbroadband.com features several customer testimonials directly on its homepage and prominently displays a Trustpilot rating.

This combination aims to build trust and demonstrate customer satisfaction, which is crucial for a service-based business like broadband.

On-Site Customer Testimonials

The website includes a dedicated section titled “What our customers say,” showcasing short, positive quotes from individuals. Examples include:

• “The future has arrived! Everything has been explained very well, and is running at a ludicrous speed compared to anything BT have offered up til now. All in all, this has been a great experience with Highland Broadband.”
• “Great and efficient installation It works a treat already, my house is left neat and tidy and we look forward to greatly increased WiFi speed. Very impressed with all aspects”
• “Explained things really well and got me up and running with high speed connection within an hour of arrival to fit the inside box. Very impressed with every aspect of this process.”

Analysis of Testimonials: Bora.com Reviews

• Focus Areas: These testimonials consistently highlight speed improvement, efficient and tidy installation, and clear communication from the technicians. These are common pain points for broadband customers, so addressing them directly through positive feedback is a smart move.
• Credibility: While positive, on-site testimonials are curated by the company. They offer a snapshot of customer sentiment but lack the full transparency of independent review platforms. They serve to reinforce the company’s claims about its service quality.
• Repetition: The website displays the same three testimonials twice, which might indicate a limited number of featured reviews or a design choice to fill the space.

Trustpilot Presence and Rating

A significant indicator of customer satisfaction and trust is a third-party review platform like Trustpilot. Highlandbroadband.com prominently displays the Trustpilot logo and what appears to be a high rating though the exact score isn’t visible in the provided text, the presence of the logo suggests a positive standing.

Importance of Trustpilot:

• Impartiality: Trustpilot is an independent platform where verified customers can leave reviews, both positive and negative, without company censorship though companies can respond and report misuse. This offers a more authentic and balanced view of customer experience.
• Volume and Recency: A large number of recent reviews on Trustpilot can provide a more current and comprehensive understanding of customer satisfaction trends, including how the company handles issues or complaints.
• Detailed Feedback: Users often provide more detailed accounts of their experiences on Trustpilot, covering aspects like customer service, technical support, billing, and problem resolution, which can be invaluable for potential customers.

What to Look For on Trustpilot for potential customers:

• Overall Star Rating: A score of 4.0 stars or higher is generally considered excellent.
• Number of Reviews: A higher volume of reviews indicates a more statistically robust average.
• Distribution of Ratings: Look beyond the average. Are there many 5-star reviews and some 1-star reviews, or is it consistently moderate?
• Company Responses: How does Highland Broadband respond to reviews, particularly negative ones? A proactive and helpful response shows good customer care.
• Specific Issues: Are there recurring themes in negative reviews e.g., installation delays, billing errors, poor customer service? Are positive reviews consistently praising the same aspects e.g., speed, reliability, helpful engineers?

In summary, the presence of both on-site testimonials and a visible Trustpilot badge indicates Highland Broadband’s awareness of the importance of customer feedback.

For a truly objective assessment, potential customers should visit the actual Trustpilot page for Highland Broadband to review the detailed feedback and current ratings. Eurocars.london Reviews

Frequently Asked Questions FAQs on Highlandbroadband.com

The FAQ section on Highlandbroadband.com serves as a valuable resource for potential and existing customers, addressing common queries directly and concisely.

The website positions it as “More help & support,” indicating its role in providing immediate answers and reducing the need for direct customer service contact for basic questions.

Structure and Content of FAQs

The FAQs are typically structured as questions followed by direct answers, aiming for clarity and ease of understanding.

Based on the provided text, key questions addressed include:

1. How does full-fibre get in to my premises? Mojudrinks.com Reviews

   • Answer: “Fibre-optic cables are laid underground throughout every town we build our ultrafast network. When it’s time for you to get installed, these cables are extended from the cabinets in the street into your home. We use fibre at every step of the way, so you get the fastest, most reliable broadband currently available.”
   • Insight: This answers a fundamental technical question about the physical installation process, reassuring customers about the “full-fibre” claim.

2. Can I can get full-fibre where I live?

   • Answer: “Our engineers are hard at work building our full-fibre network across rural areas of Scotland. To check if your area is in our build plans, simply check your address on our availability checker.”
   • Insight: Directs users to the crucial availability checker, managing expectations about their current coverage and build plans, especially for rural areas.

3. What if I’m still in contract?

   • Answer: “Don’t let that stop you! Building new fibre networks takes time, and there’s a chance you’ll be at the end of your contract by the time your property is ready for connection. If you’re still in contract when we’re ready to connect your home, we can help cover the costs of switching provider so you can switch without the stress. Find out more here.”
   • Insight: Addresses a major customer concern about switching providers while still under contract, highlighting their “Pay Nowt” incentive and linking to more details.

Importance and Role of FAQs

• Information Accessibility: FAQs provide quick answers to frequently asked questions, saving customers time and effort.
• Customer Self-Service: Empowering customers to find answers themselves reduces the burden on customer support lines, allowing staff to focus on more complex issues.
• Setting Expectations: By addressing common concerns like installation, availability, and switching, FAQs help manage customer expectations from the outset.
• Trust Building: A comprehensive and transparent FAQ section can build trust by showing that the company anticipates and addresses customer queries proactively.
• SEO Value: Well-crafted FAQs can also help with Search Engine Optimization SEO, as they often align with common search queries, driving organic traffic to the site.

Areas for Further FAQ Development

While the existing FAQs cover critical points, a more comprehensive section could further enhance the customer experience. Potential additions could include:

• Installation Process Details: What does a typical installation day look like? How long does it take?
• Equipment Provided: What router do they provide? Is it included in the price?
• Troubleshooting Common Issues: Basic tips for connectivity problems.
• Payment Methods and Billing Cycles: How are payments processed? When is the bill issued?
• Contract Terms: Specifics on early termination fees, contract renewal, and notice periods for cancellation.
• Customer Support Hours and Channels: How and when can customers reach support?
• Optional Extra Details: Pricing and functionality of Smart WiFi+ and Unlimited Calls.
• Service Level Guarantees: Information on uptime, speed guarantees, and what happens during outages.
• Moving Home Policy: What happens if a customer moves house during their contract?

A robust and regularly updated FAQ section is a hallmark of a customer-focused company, providing clear, accessible information and reducing friction in the customer journey.

Frequently Asked Questions 20 Real Questions + Full Answers

Can I get Highland Broadband outside of Scotland?

No, based on their website, Highland Broadband states, “We only build in Scotland,” indicating their services are exclusively available within Scotland. G.page Reviews

How much does Highland Broadband cost per month?

Highland Broadband plans start from £29.99 per month for their PureFibre 100 package 100Mbps upload and download on a 24-month contract, with higher speeds available at increased prices.

What speeds does Highland Broadband offer?

Highland Broadband offers various full-fibre speeds, including 100Mbps, 300Mbps, 900Mbps, and up to 2000Mbps 2 Gigabits per second for both upload and download.

Is Highland Broadband really full-fibre?

Yes, based on the website’s description, Highland Broadband provides “full-fibre” Fibre-to-the-Premises or FTTP connectivity directly to your home, ensuring faster and more reliable speeds than traditional copper-based broadband.

Does Highland Broadband have a contract?

Yes, all featured broadband packages on Highlandbroadband.com are offered on a 24-month contract basis.

What is the “Pay Nowt” scheme by Highland Broadband?

The “Pay Nowt” scheme is an incentive where Highland Broadband offers free broadband to new customers until their current contract with another provider ends, and provides up to £500 credit to cover early termination fees from their previous ISP.

How do I check if Highland Broadband is available in my area?

To check availability, you can use the postcode checker prominently featured on the Highlandbroadband.com website by entering your address.

What is Highland Broadband’s cooling-off period?

Highland Broadband offers a 28-day cooling-off period, allowing new customers to cancel their service within 28 days of activation for “extra peace of mind.”

Does Highland Broadband offer unlimited data?

While not explicitly stated, the nature of full-fibre residential broadband packages typically implies unlimited data usage, which is standard for modern internet services at the speeds offered.

What is the upload speed like with Highland Broadband?

Highland Broadband’s full-fibre plans offer symmetrical or near-symmetrical upload and download speeds.

For example, their PureFibre 100 plan offers 100Mbps upload and download, and their PureFibre 2000 offers 2000Mbps upload and download.

Can I keep my existing phone number with Highland Broadband?

The website mentions “Unlimited Calls” as an optional extra through their fibre connection.

While it doesn’t explicitly state number porting, most VoIP services associated with fibre broadband allow you to keep your existing landline number.

You would need to confirm this with their customer service.

How long does Highland Broadband installation take?

While the website doesn’t state an exact duration, customer testimonials mention “got me up and running with high speed connection within an hour of arrival to fit the inside box,” suggesting efficient installation once the fibre is laid to the property.

Does Highland Broadband have hidden fees?

Highland Broadband claims to “keep things simple with four easy options and no hidden extras” for their core packages.

However, “Smart WiFi+” and “Unlimited Calls” are listed as “optional extras,” implying additional costs beyond the core package price.

It is important to check their full terms and conditions for any setup or activation fees.

What if my current contract is not yet finished?

Highland Broadband offers a “Pay Nowt” incentive where they can provide you with free broadband and up to £500 credit to cover your leaving fee if you are still in contract with another provider.

Does Highland Broadband guarantee no price increases during my contract?

Yes, Highland Broadband explicitly states, “you’re guaranteed no in-contract price rises” for the duration of your 24-month contract.

What equipment does Highland Broadband provide?

While not fully detailed on the main page, installation typically involves fitting an “inside box” likely an Optical Network Terminal or ONT and a Wi-Fi router.

The “Smart WiFi+” extra suggests options for advanced Wi-Fi equipment.

How is Highland Broadband funded?

Highland Broadband is funded by the Scottish National Investment Bank, emphasizing its commitment to local investment and economic development in Scotland.

Is customer service good with Highland Broadband?

Customer testimonials on their website praise good explanations and efficient service.

For a comprehensive view, it is advisable to check independent review platforms like Trustpilot, where they have a visible presence.

What is Smart WiFi+?

Smart WiFi+ is an optional extra offered by Highland Broadband, described as “WiFi that reaches every nook and cranny of the home,” suggesting an enhanced Wi-Fi solution, possibly involving mesh technology or Wi-Fi extenders.

Where are Highland Broadband’s offices located?

Highland Broadband has offices located in Edinburgh and Inverness, reinforcing their local presence and commitment within Scotland.

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