Good ISP for Customer Service and Technical Support

Retired_at_55

If this is not the right place to post this question could it be moved please? I tried 'Google' but most of the results seemed to focus mainly on cost

I admit this post may be a bit of a 'kneejerk' reaction - but it is a genuine question. I was with BT for Broadband and Telephone and because of poor technical support and difficulty accessing customer support I eventually moved to Plusnet.

For a number of years now I have been delighted with Plusnet prices, Customer Service and Technical Support. I have gladly referred a number of foks to Plusnet in the past.

Now I'm finding it increasingly difficult to access customer service and technical support with any ease. It was once much easier and was available '24 hours.' In my experience this is not the case any more. It seems to be much less easy to access these days, waiting times are much longer and, if I am honest, I am becoming a bit frustrated with it. (To be fair I have to say that, when I do get through, the Plusnet Technical Support people are very good.)

Although this is a (much appreciated) money saving site I wonder if anyone who, like me, not very good technically, can recommend an ISP (Broadband and Telephone - BT landline with UK base if possible) with demonstrably good customer service and technical support - even if a bit more expensive? Although I know economy is very important, being able to access a service is also important.

Again - this post may be a bit 'kneejerk' and I don't want to jump out of the pan into the fire. I'll be very pleased to have any of your views, experiences or comments, thank you.

Retired at 55

John_Gray

If you want a good ISP for customer service and technical support, you need to be prepared to pay for it, and look at both ends of the alphabet, for AAISP and Zen.

Here's a comparison webpage that you can play with!
Compare the above two with BT and TalkTalk, for example...

RumRat

Plusnet are owned by BT and people are moving to it more and more, but, this also means that they cannot continue to cope with the numbers calling CS in the way that they once could.
This is the same with all providers. If they remain small and niche, which most don't want to, they will be fine. Once they grow you will find the same problems.
Much better to find an ISP who you never have to phone because you don't have any problems with their equipment/service.
How come you have so many problems that you are constantly having difficulties contacting Plusnet CS?

Retired_at_55

John_Gray wrote: »

If you want a good ISP for customer service and technical support, you need to be prepared to pay for it, and look at both ends of the alphabet, for AAISP and Zen.

Here's a comparison webpage that you can play with!
Compare the above two with BT and TalkTalk, for example...

Thanks very much for the link, John Gray. I' ll go through it when I have time to concentrate. I was so frayed yesterday and I appreciate your reply.

Retired at 55

Retired_at_55

RumRat wrote: »

Plusnet are owned by BT and people are moving to it more and more, but, this also means that they cannot continue to cope with the numbers calling CS in the way that they once could.
This is the same with all providers. If they remain small and niche, which most don't want to, they will be fine. Once they grow you will find the same problems.
Much better to find an ISP who you never have to phone because you don't have any problems with their equipment/service.
How come you have so many problems that you are constantly having difficulties contacting Plusnet CS?

Thanks RumRat. What you say makes sense. Over the past months I' ve ' phoned about a number of things after checking their forums and 'Google' etc. Yesterday an email was returned to me saying something like 'my Plusnet email did not exist. ' This has happened before. I. had many problems with wrong bills taking months (more than just a few times) to remedy. My frustration for now is that it is increasingly difficult to get through to them with any real ease - often having to give up. Because access was so much easier before I' m a bit disappointed.

John Gray has kindly given a helpful link and, once my present contract expires, I' ll have had time to think things over and make a ' less than kneejerk' decision.

Thank you again.

Retired at 55

Retired_at_55

I posted twice in error , sorry. Seems to prove that I' m not good with technology - hopefully I have deleted the duplicated reply

Retired at 55

Mr_Toad

Retired_at_55 wrote: »

I. had many problems with wrong bills taking months (more than just a few times) to remedy.

When it comes to incorrect bills there is no need to struggle to get through, the easiest way is to not pay and believe me they'll get in touch with you :rotfl:

A lot of people seem scared of this tactic but a company is entitled to what they are owed and no more. When they get in touch you tell them to bill you the correct amount and you'll be happy to pay but that you are not prepared to hand over your hard earned then spend time arguing about getting your money back.

bod1467

This approach might work with some companies, but don't rely on it being a foolproof method of resolution ... if you don't pay the bill presented (even under formal protest) then the company can quite lawfully place a default on your credit record until the bill is either paid or the issue is resolved.

A default could lead to issues getting other forms of credit.

Fightsback

Retired_at_55 wrote: »

My frustration for now is that it is increasingly difficult to get through to them with any real ease - often having to give up. Because access was so much easier before I' m a bit disappointed.

A situation not just confined to the ISP industry unfortunately, more a general attitude by corporations toward the consumer these days.

FWIW I've found BT business a lot better than BT consumer retail in their support but you pay through the nose for the privilege of a better SLA.

RumRat

Retired_at_55 wrote: »

Thanks RumRat. What you say makes sense. Over the past months I' ve ' phoned about a number of things after checking their forums and 'Google' etc. Yesterday an email was returned to me saying something like 'my Plusnet email did not exist. ' This has happened before. I. had many problems with wrong bills taking months (more than just a few times) to remedy. My frustration for now is that it is increasingly difficult to get through to them with any real ease - often having to give up. Because access was so much easier before I' m a bit disappointed.

John Gray has kindly given a helpful link and, once my present contract expires, I' ll have had time to think things over and make a ' less than kneejerk' decision.

Thank you again.

Retired at 55

No problem.....However, if you change or stay with your ISP, change your email to something like GMail or GMX. It's never a good idea having your email with your ISP.
Changing to either is fairly simple and they will pick up your existing email while you make the transition.

Mr_Toad

bod1467 wrote: »

This approach might work with some companies, but don't rely on it being a foolproof method of resolution ... if you don't pay the bill presented (even under formal protest) then the company can quite lawfully place a default on your credit record until the bill is either paid or the issue is resolved.

A default could lead to issues getting other forms of credit.

All perfectly true and for those people scared of the credit rating monster it maybe isn't for them but I've been doing this for decades and never had any problems of any description.

There's a big difference between can and do and every company I've ever had a problem with have always contacted me regarding the outstanding bill at which point you get to sort it out without having to wade though their telephone queues to do it.