Please help - broadband service with a person at the end of phone

LondonGirl2011

I'm in the process of changing to Sky broadband but it took me an hour of trying to contact someone to resolve an issue with my new contract.

The AI bot is the worst I have ever dealt with. When I phoned the number it finally gave me, I was text info that was nothing to do what I wanted. It was only when I finally pressed the option to buy additional services that I could speak to someone, and that was pants too.

I do not want to enter into a 2 year contract with a company I cant speak to. Which companies provide excellent service together with a person at the end of the phone?

I need to change today if this is the route I am going. All info gratefully received

flaneurs_lobster

Was impressed with Aquiss, given that my interactions with them were only to cancel a contract after 24 hours.

Usual answers will quote the smaller companies such as Zen or Andrews & Arnold, but be ready for the prices to be somewhat greater than Sky (think 2-3x).

Woodstok2000

We are with GoFibre - they have been excellent. We've not had any major issues, but I have always been able to speak to someone when needed and their prices are reasonable too - we saved money when we joined them from Sky. Their network is limited to Scotland and the North East of England I think.

QrizB

While they don't get much love on this forum, the couple of times I've phoned Vodafone customer support I've always got through to an actual human being fairly promptly.

I'd probably describe their standard of service as "adequate" rather than excellent.

dnpark38

@QrizB

Yes but are they on this planet, Sky's aren't.

molerat

I'm with Plusnet and it has always been easy to speak to a real person - they don't do landline phone though.

dnpark38

@molerat

This is the trend I'm afraid.

WOTSWOT

Yes the trend is the ongoing digital upgrade nightmare with lots more AI benefits to come !

Plusnet offer excellent personal contact over the phone with lots of freephone numbers too.

So you can call them landline or mobile for free and speak to real people who care !

As mentioned above, Plusnet are having to move some people over to EE as their existing landline service wont support the new voice over internet services that are being forced upon people as part of the never ending digital upgrade nightmare!

Neil_Jones

https://forums.moneysavingexpert.com/discussion/comment/82025278#Comment_82025278

Plusnet are not having to move anybody.
They will continue to offer internet service but will not be offering digital voice. This is not a new stance and has been the case since 2024. Their preferred solution for those customers is EE but there is nothing to stop somebody going to BT or Sky or anybody else.

And "voice over internet services" is not being forced on anybody. If you don't want it you don't have to have it.

Supatramp

I'm with EE and I find their customer servise is fine, and you can speak to someone, and usually quite promptly.

onomatopoeia99

I'm with A&A and you can talk to a human in Bracknell on the phone for sales or support. If you say "shiboleet" when talking to support they will transfer your to someone that knows at least two programming languages (though you might be better to stick with someone that understands networking and IP) .

You will pay a premium price as they are not a poundshop ISP and the price you pay is the price published on the website, there are no "deals" to be had.