IDNet

Although IDNET say they now have 24/7 support, it doesn't quite work like that. Someone will take details and you may - or may not - get a call back.

Support is not so good with this ISP - and if you think you may need it out of hours then think again.

I've been very happy with my service from IDNet. Although their support lines are only staffed during business hours, I have never had any trouble in getting through to them and they were always very helpful and polite. They've saved me from dealing with the nightmare that is BT when I did have problems. Moreover, they were very good about refunding me when I didn't get proper speeds due to a line problem and when I had to cancel early due to a move.

Overall, the speed was decent - no major hiccups. Though, occasionally (~once every two months) at busy periods it seemed to drag just a little such that I'd have to wait a couple of minutes if streaming video. However, this never lasted for more than an half an hour.

Finally, I also found their general web interface for customers very helpful for tracking my usage, etc. and the billing was always very easy and clear.

Altogether, I think they are good value for money.

Admin brilliant: had to order phone and BB seperately due to restrictions of previous supplier, both committed dates within 1 hour of order. CS prompt and helpful. Max speeds close to sync achievable all the time. Have to adapt usage times to fit download limits but no big deal. Low latency 18ms constant, negligible packet loss. Only outage for national BT maintenance. About 0.75km from cab, sync at 33+Mbps.

I have been with IDnet since 2007, and apart from a email server outrage some time ago have received good service and not needed support.
However lured by BT's come back to us Broadand and phone for £16/month I decided to migrate and placed the order to complete on 24th January, in the meantime I had another look at this offer and decided in wasn't what it seemed and cancelled on 14th January, received confirmation that the order was cancelled.(that was 10days notice)
On the 24th my broad band had a BT retail put on it, the router arrived (I declined to accept) after many phone frustrating calls and emails (back to a 56k dial up connection) in which I was assured the order had been cancelled. The tag was eventually removed and a MAC given to me that evening, which I sent to IDnet, however before they could use it a "cease" broadband was placed on the line.
By the time the "cease" was removed it was to late and a reconnection was the only way forward.
So on the 2nd Feb. I thankfully rejoined IDnet, their support staff were helpful all along the way, I even emailed them at 20.00 hours that evening was answered within 15minutes and a solution found to the problem I had with the router.
I just hope they stay and remain independant, and don't go the way of Metronet.
Many Thanks to IDnet. I rate them highly indeed.

I moved from an LLU provider to Idnet last July as I was looking for that extra speed FTTC offered and while it's generally been a pleasant experience I have been deeply disappointed with the poor level of customer service provided by Idnet.

I could give various examples of the arrogant manner in which simple queries are dismissed by Idnet staff but the real disappointment was the complete absence of any support at all over Christmas. Coming from an LLU provider with 24/7 support I was somewhat shocked to learn Idnet customer service is only available Monday to Friday during business hours but at Christmas they closed completely for over two weeks.

Granted there was an answer machine where you could leave a message if you had no internet access at all but if you were having problems with your email, a DNS issue, a billing issue, or a general connection issue then you had to wait for over a fortnight to resolve it. What other service providing company would close their customer service department completely for a fortnight?!? Not many that took their customer seriously I'd guess.

Customer service aside the connection is much like any other BT Wholesale connection. It has it's "moments" where the connection becomes the victim of congestion but it would obviously be unfair to blame Idnet for that as they're simply reselling the product from BTW.

In conclusion I've probably been spoiled in the past by being an LLU customer and enjoying the benefits that provides. Would I recommend Idnet to friends or family? Probably not. The customer service is just too poor (when they're actually open that is!)