FireFly

I have been a customer of Firefly for over five years and there is little doubt that they provided a good service initially.

I have seldom needed to contact them, although I did so today after the credit card details they were using for payment had expired. It was no big deal, as I'd received a new one about four months ago. It was clearly an administrative error, but instead of just pointing it out, Firefly threatened to suspend my account in seven days (I wonder how long it would have taken me to find out what had happened if I'd returned from holiday and hadn't been checking my e-mail).

The phone number they supplied wasn't recognised and a second one on their website didn't connect. They ignored an e-mail, but I got through on the second number in the end. I almost wish I hadn't. The man who answered had a Scottish accent, otherwise he could have been Basil Fawlty. He was extremely rude and tried to talk down to me. When I said I was moving my custom elsewhere, he volunteered to send me a MAC. Needless to say, he hasn't but I have.

Don't go or stay with this ISP if you expect to be a valued customer. Only put up with them if you don't mind the odd bit of verbal abuse should things dare to go wrong.

[Edit] To be fair to Firefly, I received a very good e-mail from them, and spoke to an exceptionally pleasant and helpful person on the telephone this morning. It seems the company can be a bit Jeckyll-and-Hydish, which is a pity.