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All ISPs I have dealt with in the UK seem to be in a race to the bottom to provide the worst possible customer service. We recently had a problem with BT Broadb

All ISPs I have dealt with in the UK seem to be in a race to the bottom to provide the worst possible customer service. We recently had a problem with BT Broadband and got the run around for a few weeks and only got any attention when I submitted an official complaint. Does anyone have any recommendations for UK ISPs that have decent customer service?

adamdoran 6y ago
Sadly you're right. AAISP is very much worth a look, but they're not cheap. We went with Sky because they're good for the low price point - our longer term play is a joint order with the majority of our street for FTTPoD (Fibre to the Premises on Demand) through Cerberus Networks (which will cost quite a bit more, but take time). (this will eventually get us up to 900Mb/s, and the build will be entirely funded by the Governments DCMS Gigabit rural broadband voucher scheme, and built by Openreach.) All indications are that Cerberus are extremely technical - the sales guys were able to talk BGP happily (not literally).
chillydawg 6y ago
hyperopic if you're lucky enough to have coverage. dirt cheap gig e.
deleted 6y ago
[deleted]
3dbrows 6y ago
AAISP has an excellent product. Their sales team wasn't the easiest to deal with (pretty brusque in my experience), but in the ~15 months I've been with them, the connection has been rock-solid and never throttled. You do pay for it though (£45/month bottom line for ~75Mbps).
- 1_player 6y ago
  Sounds expensive, and looks like they have monthly download limits. I've been using Zen (though I explained my issues in a sibling comment) and I've never been throttled either, nor capped, with excellent latency round the clock. Miles ahead than any Virgin offering, that's for sure. What does AAISP do better to be so expensive compared to the competition?
  - michaelt 6y ago
    > What does AAISP do better to be so expensive compared to the competition? 1. It's more expensive, but not that expensive considering I use the internet for 12+ hours per day, and I earn an IT professional's salary. At a £15/month premium over other ISPs, it's a far cheaper luxury than a fancy car, a foreign holiday, or a pet. 2. ISPs I've used in the past have had truly shitty support - no matter how often you have problems, they'll just tell you to restart your router and close your ticket. AAISP claims to have support that can actually investigate and solve problems. I wouldn't know, as I've never had to contact their support. 3. I respect their pro-privacy/anti-censorship stance. 4. Many ISPs that are "unlimited" do have limits, they just won't tell you what they are or if you're close to them. They'll be in small print like a "fair use policy". Having spent a month throttled by Zen (admittedly years ago) I'll take an explicit limit over a mystery one. And AAISP's limit is more than enough for my purposes.
  - 3dbrows 6y ago
    My only recent comparison is with Virgin Media, whom I'm sure we both agree has awful support. Perhaps I should look into Zen. They are the other one I hear good things about. AAISP does have a 300GB monthly limit (extensible for a fee) but I've never exhausted it, even with two people WFH and nightly TV streaming. AAISP have strong principles of privacy and not interfering in connections. (No NXDOMAIN web page injection, for example.) Also, exceptionally advanced line monitoring tooling and configuration - they let you see telecoms-engineer metrics and parameters about your line, for what that's worth. The price I quoted includes line rental btw.
jon-wood 6y ago
You want to talk to ISPs that target themselves at business use, rather than consumer ISPs who are indeed all in a race to the bottom, with a side-serving of barely different custom routers. Zen Internet (zen.co.uk) have pricing comparable to consumer ISPs, but provide significantly better service, and have support staff who can actually fix your problems. Andrews & Arnold (aaisp.net.uk) are very much priced for business users, but on the flip side of that have possibly the best support available - on occasions I've used them in the past calling up their support line always resulted in immediately being answered by someone who knew how ADSL works inside out, and could happily diagnose routing errors without escalating to anyone. They also once called me to say they'd detected activity which indicated malware was present on my network, and that I might like to resolve that. Depending on where you live, there's also quite a few ISPs popping up who are running their own fibre throughout cities and selling symmetric gigabit connections for about the same price as BT would charge you for 60Mbps.
- TheOtherHobbes 6y ago
  Zen were terrible when we used them at home. Having used Zen in the past I was expecting better. They eventually provided a service, but it took longer than it should have and there were a lot of unnecessary mistakes and support calls along the way. We were literally trying to get them to work through a set up procedure they had somehow forgotten to do - on Christmas Eve, which was at least a week later than it should have been. A&A have a good rep among geeks but they seemed expensive and I've never used them. The best service I had in the UK was with Virgin (on local coax). Apparently their customer service is pretty poor. But aside from the occasional random outage the service mostly just worked, and at the advertised speeds.
  - arprocter 6y ago
    Although I haven't had the 'pleasure' of dealing with any of this in a good while, my experiences mirror your last paragraph. It seems like a lot of the problems in the UK are down to the state of the POTS copper - if you're in an area that got NYNEX'd back in the day then cable is the way to go
  - 6y ago
Jonnax 6y ago
IDnet is really good. They're like a small ISP that sells mostly to business that dabbles in the consumer space. Used them for ages and only had one issue, and when I reported it, the person talking to me was an networking expert.
TheSeeker11 6y ago
Cannot speak to how they are now, but I was with IDNET for quite a while back in 2008 or so and they were very good https://www.idnet.net https://www.idnet.net
tomlong 6y ago
Hugely reccomend The Phone CoOp[1]. I pay ~£33 a month for 80/20. It's properly unlimited, and I pay an extra £0.60 a month for a static IP. Been really stable for me for a long time, and I have been using them for years for mobile + broadband. They are a really straight forward what you see is what you get organisation. + When you ring them up they just answer the phone which can be a bit of a surprise. - The router they sent me was junk but I just use it as a modem and have some ubiquiti stuff sat behind it. - Not sure what their opening hours and stuff are like for support, I think it's not far off 9-5 [1]https://www.thephone.coop/personal/home-broadband/ https://www.thephone.coop/personal/home-broadband/
- tomlong 6y ago
  I sold them a bit short there: https://www.thephone.coop/help-resources/contact-us/ https://www.thephone.coop/help-resources/contact-us/ Tech Support is 24/7, anything else is 08:30-5pm Mon-Fri.
qz2 6y ago
I use Zen and when there was a cable cut between the cabinet and my house recently, between them and OpenReach we were back online the next day. Had zero problems in the last 5 years.
- 1_player 6y ago
  I was extremely happy with Zen, so happy I upgraded from 76 to 330 Mb in June. Which requires a G.Fast modem and having to deal with OpenReach. Since upgrading I've been having a couple 30-seconds long disconnections every day. Zen delegates any responsibility to OpenReach, and the latter has sent an engineer [1] which hasn't found anything wrong _on my end_ (of course), so I have to pay them 165+VAT for the call. And the disconnections are still there. It's perhaps not Zen's fault, but I went to the most stable Internet I've ever had to one that disconnects randomly, while being 200m away from the cabinet and no-one can tell me where the problem is. Fun. 1: the engineer actually did a thorough job to make sure my line was OK, so the problem is elsewhere.
  - lmb 6y ago
    Total shot in the dark: I had a similar problem, it turned out the power supply for the router was faulty.
    - qz2 6y ago
      Same thing happened to me. I actually replaced the power supply with a 35 year old HP bench supply for a week to compare.
Anther 6y ago
I can thoroughly and whole-heartedly recommend plusnet. Not only do we get the full advertised speed at all times, but the couple of times I have had issues, they explained clearly what was happening and were not afraid to indulge in more technical chat when they found I knew what I was doing.
chrisseaton 6y ago
It must genuinely be extremely hard to provide good customer service. You must get a huge number of people phoning up with unfathomable problems related to their computer set ups that waste your time and aren't actually something that is your fault.
- jon-wood 6y ago
  My favourite story from the support guys when I was working for an ISP was an old lady they’d been talking to for ages trying to work out the problem. Eventually they asked her to restart the router, she seemed utterly baffled as to what they were talking about, but eventually they managed to describe it in a way she understood. Her response was “oh that thing, I took it out of the box”. She’d been paying for an internet connection for the previous two years, while never connecting to anything but her neighbour’s WiFi.

adamdoran 6y ago

Sadly you're right. AAISP is very much worth a look, but they're not cheap. We went with Sky because they're good for the low price point - our longer term play is a joint order with the majority of our street for FTTPoD (Fibre to the Premises on Demand) through Cerberus Networks (which will cost quite a bit more, but take time). (this will eventually get us up to 900Mb/s, and the build will be entirely funded by the Governments DCMS Gigabit rural broadband voucher scheme, and built by Openreach.) All indications are that Cerberus are extremely technical - the sales guys were able to talk BGP happily (not literally).

chillydawg 6y ago

hyperopic if you're lucky enough to have coverage. dirt cheap gig e.

deleted 6y ago

[deleted]

3dbrows 6y ago

AAISP has an excellent product. Their sales team wasn't the easiest to deal with (pretty brusque in my experience), but in the ~15 months I've been with them, the connection has been rock-solid and never throttled. You do pay for it though (£45/month bottom line for ~75Mbps).

1_player 6y ago
Sounds expensive, and looks like they have monthly download limits. I've been using Zen (though I explained my issues in a sibling comment) and I've never been throttled either, nor capped, with excellent latency round the clock. Miles ahead than any Virgin offering, that's for sure. What does AAISP do better to be so expensive compared to the competition?
- michaelt 6y ago
  > What does AAISP do better to be so expensive compared to the competition? 1. It's more expensive, but not that expensive considering I use the internet for 12+ hours per day, and I earn an IT professional's salary. At a £15/month premium over other ISPs, it's a far cheaper luxury than a fancy car, a foreign holiday, or a pet. 2. ISPs I've used in the past have had truly shitty support - no matter how often you have problems, they'll just tell you to restart your router and close your ticket. AAISP claims to have support that can actually investigate and solve problems. I wouldn't know, as I've never had to contact their support. 3. I respect their pro-privacy/anti-censorship stance. 4. Many ISPs that are "unlimited" do have limits, they just won't tell you what they are or if you're close to them. They'll be in small print like a "fair use policy". Having spent a month throttled by Zen (admittedly years ago) I'll take an explicit limit over a mystery one. And AAISP's limit is more than enough for my purposes.
- 3dbrows 6y ago
  My only recent comparison is with Virgin Media, whom I'm sure we both agree has awful support. Perhaps I should look into Zen. They are the other one I hear good things about. AAISP does have a 300GB monthly limit (extensible for a fee) but I've never exhausted it, even with two people WFH and nightly TV streaming. AAISP have strong principles of privacy and not interfering in connections. (No NXDOMAIN web page injection, for example.) Also, exceptionally advanced line monitoring tooling and configuration - they let you see telecoms-engineer metrics and parameters about your line, for what that's worth. The price I quoted includes line rental btw.

jon-wood 6y ago

You want to talk to ISPs that target themselves at business use, rather than consumer ISPs who are indeed all in a race to the bottom, with a side-serving of barely different custom routers. Zen Internet (zen.co.uk) have pricing comparable to consumer ISPs, but provide significantly better service, and have support staff who can actually fix your problems. Andrews & Arnold (aaisp.net.uk) are very much priced for business users, but on the flip side of that have possibly the best support available - on occasions I've used them in the past calling up their support line always resulted in immediately being answered by someone who knew how ADSL works inside out, and could happily diagnose routing errors without escalating to anyone. They also once called me to say they'd detected activity which indicated malware was present on my network, and that I might like to resolve that. Depending on where you live, there's also quite a few ISPs popping up who are running their own fibre throughout cities and selling symmetric gigabit connections for about the same price as BT would charge you for 60Mbps.

TheOtherHobbes 6y ago
Zen were terrible when we used them at home. Having used Zen in the past I was expecting better. They eventually provided a service, but it took longer than it should have and there were a lot of unnecessary mistakes and support calls along the way. We were literally trying to get them to work through a set up procedure they had somehow forgotten to do - on Christmas Eve, which was at least a week later than it should have been. A&A have a good rep among geeks but they seemed expensive and I've never used them. The best service I had in the UK was with Virgin (on local coax). Apparently their customer service is pretty poor. But aside from the occasional random outage the service mostly just worked, and at the advertised speeds.
- arprocter 6y ago
  Although I haven't had the 'pleasure' of dealing with any of this in a good while, my experiences mirror your last paragraph. It seems like a lot of the problems in the UK are down to the state of the POTS copper - if you're in an area that got NYNEX'd back in the day then cable is the way to go
- 6y ago

Jonnax 6y ago

IDnet is really good. They're like a small ISP that sells mostly to business that dabbles in the consumer space. Used them for ages and only had one issue, and when I reported it, the person talking to me was an networking expert.

TheSeeker11 6y ago

Cannot speak to how they are now, but I was with IDNET for quite a while back in 2008 or so and they were very good https://www.idnet.net https://www.idnet.net

tomlong 6y ago

Hugely reccomend The Phone CoOp[1]. I pay ~£33 a month for 80/20. It's properly unlimited, and I pay an extra £0.60 a month for a static IP. Been really stable for me for a long time, and I have been using them for years for mobile + broadband. They are a really straight forward what you see is what you get organisation. + When you ring them up they just answer the phone which can be a bit of a surprise. - The router they sent me was junk but I just use it as a modem and have some ubiquiti stuff sat behind it. - Not sure what their opening hours and stuff are like for support, I think it's not far off 9-5 [1]https://www.thephone.coop/personal/home-broadband/ https://www.thephone.coop/personal/home-broadband/

tomlong 6y ago
I sold them a bit short there: https://www.thephone.coop/help-resources/contact-us/ https://www.thephone.coop/help-resources/contact-us/ Tech Support is 24/7, anything else is 08:30-5pm Mon-Fri.

qz2 6y ago

I use Zen and when there was a cable cut between the cabinet and my house recently, between them and OpenReach we were back online the next day. Had zero problems in the last 5 years.

1_player 6y ago
I was extremely happy with Zen, so happy I upgraded from 76 to 330 Mb in June. Which requires a G.Fast modem and having to deal with OpenReach. Since upgrading I've been having a couple 30-seconds long disconnections every day. Zen delegates any responsibility to OpenReach, and the latter has sent an engineer [1] which hasn't found anything wrong _on my end_ (of course), so I have to pay them 165+VAT for the call. And the disconnections are still there. It's perhaps not Zen's fault, but I went to the most stable Internet I've ever had to one that disconnects randomly, while being 200m away from the cabinet and no-one can tell me where the problem is. Fun. 1: the engineer actually did a thorough job to make sure my line was OK, so the problem is elsewhere.
- lmb 6y ago
  Total shot in the dark: I had a similar problem, it turned out the power supply for the router was faulty.
  - qz2 6y ago
    Same thing happened to me. I actually replaced the power supply with a 35 year old HP bench supply for a week to compare.

Anther 6y ago

I can thoroughly and whole-heartedly recommend plusnet. Not only do we get the full advertised speed at all times, but the couple of times I have had issues, they explained clearly what was happening and were not afraid to indulge in more technical chat when they found I knew what I was doing.

chrisseaton 6y ago

It must genuinely be extremely hard to provide good customer service. You must get a huge number of people phoning up with unfathomable problems related to their computer set ups that waste your time and aren't actually something that is your fault.

jon-wood 6y ago
My favourite story from the support guys when I was working for an ISP was an old lady they’d been talking to for ages trying to work out the problem. Eventually they asked her to restart the router, she seemed utterly baffled as to what they were talking about, but eventually they managed to describe it in a way she understood. Her response was “oh that thing, I took it out of the box”. She’d been paying for an internet connection for the previous two years, while never connecting to anything but her neighbour’s WiFi.