I like:
- IRC support (only during business hours but other customers are often helpful at all hours);
- fairly responsive e-mail support, sometimes they even answer on the weekend;
- support is manned by actual human beings who are not blindly following a script;
- it Just Works;
- clear website.

I don't like:
- confusion with accounting/billing;
- a bit expensive.

Details follow:

This is the first time I got an internet connection in the UK so I don't have much comparison points. I picked AAISP mostly because I kept reading scathing reviews of pretty much every other cheaper competitors while seeing good praises for AAISP itself. Compared to other ISPs in the same price range, I was mostly attracted by their position with regard to censorship/filtering, their clear website and the fact they are one of the few in the UK offering IPv6 by default.

My first contact with AAISP has been via IRC to enquire about some technicalities. I think the answer I got was actually from another customer but I found what I was looking for and ordered the service shortly thereafter.

I ordered the service before moving into my new home. I was asked to pay for a new line (£75) and told I would be reimbursed if it turns out there was already a phone line on the premise. I asked for the router to be sent to my work as I was not sure it would fit through the mail slot. They said they would but they sent it to my home address.

On the day I was supposed to move, my ex-future-landlord decided to pull out and I was left looking for a new home with one week left of tenancy in my previous home. I asked AAISP to change the address and start date of the order to be determined later. This was a pretty painless process for my part compared to the emergency home search itself. However they charged me £18 to cancel/change, supposedly because of BT. That charge is not advertised on their website.

After I found a new home and moved in, I asked AAISP for a connection at the new address. They ended up creating a new account for this. Again I asked for the router to be sent to my work (I didn't get the previous one since I didn't get access to the property they sent it to; luckily they didn't charge me for that) and again they sent it to my home (although this time they didn't claim they would do otherwise). It turned out to be fine as the router did fit through the mail slot.

A few weeks later I realised they did not transfer the £75 they owed me to the new account and asked them to rectify. About the same time they asked me to rate them on some other website. After a bit over one business day of silence and a reply to the feedback request mentionning my own pending request, I got a call first thing in the morning asking whether I would like the £75 refunded or credited to the new account. They still debited me the same day but hopefully they won't for the next two months.

I never had to call technical support. I haven't got around to measuring the speed of the connection or play with IPv6 or any of the reporting tools yet. So far, for basic internet usage it all works fine.