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Nairda's Review for AAISP

 AAISP (Broadband Fixed Line)
Posted: 12th Jan, 2015    By: Nairda
Full Star Full Star Full Star Full Star Full Star
Title: Worth every penny
I migrated to A&A about a year ago onto their Home::1 package and was put onto their Talktalk backhaul which gives me a good measure of control over my line. In the year I have been with them I have had a good solid connection with excellent speeds and no significant issue until the early hours of a recent Saturday morning my router started syncing, holding sync for a minute or so,usually long enough for authentication to take place, then dropping sync and starting all over again.

I tried all the usual things at home such as a different router, connecting to the master socket etc. to no avail. Unfortunately, A&A don't provide support out of business hours and while they wouldn't have been able to do much as it turned out to be an exchange fault, it would have been nice to have been able to talk to someone. To their credit support staff are often available on their IRC channel, but with no broadband and all but no mobile phone reception here,there was no way of contacting anyone.

On Monday morning I phoned A&A, the phone was answered within seconds by Alan who ran through the problem with me, went through all the checks I had already done, as he was required to do, and concluded that it was almost certainly an external fault and raised the issue with Talktalk, who arranged for a BT OR engineer to come out on Wednesday.

Due to a detected line fault the first engineer was not a broadband man but he did as much as he could and rectified a line fault. I contacted Alan immediately and he arranged for a broadband engineer to come on Thursday who spent a considerable amount of time on the case and rectified the fault with a lift and shift on Talktalk's kit in the exchange.

Throughout the whole exercise Alan kept me informed of progress and checked how things were going at my end.

The good things here are that I was able to speak the same person at A&A every time I called, the phone was answered quickly every time, and the case was followed through to a successful conclusion.

In the not too distant future I should be able to get FTTC and I have considered migrating to a different ISP, partly for cost reasons but also due to the cap on downloads that A&A impose. However,after this experience I am inclined to pay the higher cost of staying with A&A and hope that they will see fit to increase their Home::1 allowance to 200GB so as to be competitive with people like IDNet and to some extent Zen. The 100GB cap isn't much of an issue for me at the moment but it could easily become so and the extra £10/month to raise the cap would make A&A much more expensive.

So, yes, A&A have lived up to their reputation and have proved to be a first class ISP. It's a bit like insurance, a cheap ISP is OK when things work, but when things go wrong you need people who can and will get things done.

Thank you Alan, and everyone at A&A.

Adrian


Time With Provider:
Package Name:
Value
Full Star Full Star Full Star Full Star Half Star
Speed
Full Star Full Star Full Star Full Star Full Star
Support
Full Star Full Star Full Star Full Star Full Star
Services
Full Star Full Star Full Star Full Star Full Star
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