AAISP Consults on Future Home Broadband Package and Pricing Changes

The boss of UK ISP Andrews & Arnold (AAISP), Adrian Kennard, has taken the unusual but welcome step of asking subscribers to give their thoughts on how the provider should enhance or change their future broadband and line rental tariffs, which are currently being reviewed.

The provider has a long history of enhancing their packages, usually on an annual basis and often without increasing the underlying cost. For example, last year saw their entry-level Home:1 broadband tariffs (FTTC and ADSL2+) benefit from a usage allowance boost from 100GB to 150GB (originally this same tier only came with 50GB).

Adrian has already stated that their entry-level tier is “likely to increase to 200GB” this year and other packages may thus benefit from a similar +50GB boost. However the provider also appears keen to consult subscribers on how they think related packages should change, particularly in the areas of usage allowances, contract terms and setup / install fees.

Adrian Kennard said:

“Another big issue we have is the cost of installation and minimum terms. Some of the carriers are a problem in this area, and mean that we end up paying a lot when people leave – more than if they stayed to the end of the term even!

I am really hoping we can make them see sense, but if we have some choices when ordering that may allow us to offer services without the minimum terms we have now.

We made a choice when we launched Home::1 to make it 6 month min term, but the VDSL on terabyte usage is 12 months. Some of that was a gamble, i.e. we would lose on some lines if people left at 6 months.

I am sure we can make it all 6 months soon, but I wonder if we should offer a choice. Pay for install and no minimum term, or have free or cheap install and have a 6 month minimum term?

What to people think? Which do you prefer and would a choice make sense or just be confusing?

Should we do something with the router included in some really cheap package with a min term?”

At present AAISP hasn’t specified a particular method for people to submit their feedback, although existing customers will no doubt be aware of the ISP’s current communication channels and it’s also possible to submit a comment via Adrian’s personal blog on the subject (here); the latter method is probably best.

AAISP, which tends to be a bit more business orientated, certainly isn’t the cheapest provider on the block but they do have a very strong reputation for service quality and customer support. We almost never see ISPs asking their customers for feedback to help design future packages, which is yet another big point in their favour.