Why are SO many ISPs so poor?

Sagar_Fuzz

I've been reading through this forum in horror. We are having awful problems with Tiscali - slower than dial up broadband and a dozen phonecalls with no result except they keep closing the call and telling us it's been resolved (the only one of 4 phonecalls they promised to make to us, and they HADN'T fixed the problem!).

So I'm thinking of using my consumer rights, snatching my MAC code and taking my business elsewhere. I come on MSE for advice, and am shocked at the same problem as mine coming up on almost every ISP
- with just as poor results. Am I never to have broadband again? Are we all doomed to awful customer service, where they make you go through a series of dumb basic checks anyone with half a brain would have checked before they went through the nightmare of calling technical support?

And for all you "I've been with X for five years and never had any problems" people, I'm more interested in hearing from those who DID have a problem, and it was sorted out with expertise, speed and curtesy. I, too, have not had a problem with Tiscali for nearly three years, but the instant I do have a problem, it's apparently unresovable and I want to leave!

Let me know what you all think, and is there anything that can be done?

BritBrat

Because people dont want to pay for it.

You want a good ISP, try Zen Internet but I warn you its not cheap but you do get what you pay for.

normanmark

BritBrat wrote: »

Because people dont want to pay for it.

Got it in one!

With broadband you get what you pay for. If a company is offering the lowest rate possible then its likely that something within the infrastructure of the organisation is going to be at a lesser quality so they can save costs at some point (remember they're in this for profit!)

patwa_2

I agree companies are in it for profit, but I also think chance has a lot to do with the level of service you get. I'm not trying to rub anyone's nose the wrong way, but I've seen 80% of the reviews re: TalkTalk as negative, yet I've never had any problem that wasn't fixed right away, and certainly none with my internet connection.

Maybe it's just me.

H.

arrowsmith

The trouble with ADSL internet is that usually your connection involves more than one company, which results in each company thinking it's the others problem. Price generally isn't an indication of service, I've signed people up to some of the cheapest services and they have worked great.

There is also dreadful equipment such as BT's homehub and bundled software thats not required creating lots of problems. Dispite talktalk having dreadful customer service their router and instructions for connection are wonderful.

Sagar_Fuzz

If it is a case of you get what you pay for, why are we always trying to force prices down by money saving, then? Surely the companies sould deliver what they say they are going to deliver, regardless of price? Otherwise, what is the point of Martin telling us the cheapest deals all the time, if the end result is useless? Surely some sort of independent body should ensure this doesn't happen, or is it just a lottery with ISPs?

moonrakerz

BritBrat wrote: »

Because people dont want to pay for it.

You want a good ISP, try Zen Internet but I warn you its not cheap but you do get what you pay for.

I have tried Virgin, Tiscali, PlusNet and Zen. Guess where I am staying ??

Sagar_Fuzz

Are you staying at Zen?

Llyllyll

I was with Zen for about 3 years until just over 2 months ago, paying £24.99 for MaxADSL (but getting 2 - 3 Mb due to my distance from the exchange). After a considerable about of research I decided to go with NewNet who are £17.95 for the same product/speed - I have to say that the actual connection with NewNet has been as good as Zen's however their newsgroup access leaves a lot to be desired.

Now you can obviously get separate newsgroup access from any number of providers but I like mine to be supplied by my ISP. Zen provide this service and for the extra few quid a month I think it is well worth it, especially having experienced how bad it can be elsewhere.

When my 3rd month with NewNet is up (before this they can charge you for migrating out) I will be going back to Zen. They will be more than welcome to my £24.99 a month for the excellent service that they provide.

elite_2

I think a lot of the problems stem from getting broadband through a system that was designed just for simple voice calls - the network isn't really up to peak demands

However, the support you get (often on expensive 0870 numbers) is poor to be polite, it takes many calls to get through to someone who doesn't tell you to just reboot the device (the majority of the time you speak to someone who has less knowledge than yourself). It then takes days (not minutes or hours) for someone to do something at "their end"...

podiluska

moonrakerz wrote: »

I have tried Virgin, Tiscali, PlusNet and Zen. Guess where I am staying ??

Well as Virgin used to be NTL, with all their reputation, and PlusNet are the worst kind of scoundrels, and no-one has a good word to say about Tiscali.... Is this one of those too easy TV quiz premium rate questions?