Hi Rob, On Thu, Jun 21, 2012 at 06:32:27PM +0100, Rob Malpass wrote: > Slightly ot but something we all have to do at some point... I ask in all > honesty - could / should any ISP have been able to do more for me in my > situation?
*Could* they do more? Yes. *Should* they do more? Trickier question.
I'm with Zen too, chosen years ago because of their reputation for
clue. They cost a little bit more than the average because of that.
To be honest in all those years I've never really found it
demonstrated to a great degree that they are so amazing at support.
I've never really had huge problems with them (or I'd have moved),
only minor issues or a day of outage caused by a problem only BT
could fix. It's just that my experiences with their support have
been much like yours. Left wanting very slightly more.
The thing is that really snappy support people do cost a lot to
provide. Most people agree that AAISP's support is really great.
But look at their prices.
So if someone were to say to me,
"I know I have a problematic phone line and need an ISP that's
going to go to fight for me with BT instead of one that will
just do the equivalent of a shoulder shrug and pass the buck
after having taken my money."
or,
"It's absolutely imperative that if there are ever any problems
with my DSL then I can just pick up the phone and get straight
through to a smart person who is both eager to solve my problem
and technically adept enough to talk details with me."
then I probably would not recommend Zen particularly. I'd probably
recommend AAISP and then they'd look at the price and pick someone
else cheaper anyway. Just like I did.
*Should* they do more? Arguably not since it's a bit better than the
pack of others. I haven't left over it yet. I just could not sing
their praises really.
They don't put complete droolers on the phone lines. They don't
traffic shape. They don't outright lie to you on the billboard, TV
and phone. They don't send out ads in brown envelopes that look
important until you see they're addressed to Occupier. They aren't
yet big enough to have attracted a court order for blocking
problematic sites. There is still a fair bit to recommend.
Cheers,
Andy
--
http://bitfolk.com/ -- No-nonsense VPS hosting
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