One of the very reasons 'ISP Review' is even in existence today is because ISPs are getting away with murder. TV Programs like Watchdog or consumer news webpages such as 'The Register' only ever scratch the surface by discussing the very worst of the bunch, but is that enough? If you put £10, £20 or a £100 into an ISP you do tend to expect some kind of solid support, so as consumers we have a right to see good quality service. Without an official body to monitor ISPs and act when a situation has gone on for to long, ISPs are getting away almost anything.

So as consumers are we really getting the deal we should be, does that 24/7 support on the sign-up really exist and do they actually help you when you can get through to them?.

Investigation

In general most ISP are pretty good, answering their phones, replying to E-Mails and even faxes within a very short period. This article is designed to single out and concentrate on those that don't or are guilty of miss-leading the consumer by not providing a support service that they promised upon registration. An ISP that offers good support should allow E-Mail, Fax and Phone, it only one of these (usually phone) then it usually means they don't have the staff to cope with support demand so be wary.

To some examples examples, BT Internet, 08004u and ClaraNet. ClaraNet is an example of an ISP that provides all the service options and delivers prompt, if a little vague, replies to your calls for help. BT Internet will also reply fairly well via phone but are guilty of neglect through replying to fax and no replies whatsoever via E-Mail. As an example of the worst anybody could get we have 08004u, support? They don't know the meaning of the word.

If through some miracle you do get a reply via E-Mail after a week or so then consider yourself lucky, very luck, because most don't get anything. Fax is a waste of paper and if you expect to get through on the phone then don't even bother. We have suffered engaged tones, been cut off numerous times after waiting, been hung up on mostly haven't even been able to connect.

Nor for that matter do we receive billing details or any kind of welcome package when we joined and as a matter of fact it took us 2 months to join and when they did they gave us the wrong details so we STILL couldn't log in.

The End Result

If you can't contact your ISP in any way at all and they have your money then there's very little you can do and that's what makes a bad situation worse. Our advice is to keep a watch of the ISPs we review here before you make any kind of choice for whom your going to go for, service and support go hand in hand.

If you do have a problem then we will shortly have a legal team in to pursue official claims and also publish the trading standards details for ISP related claims. We would also like to push ISPs to keep an updated and DETAILED status report on their services like NetcomUK does. As users we have a right to such information and should not be lied to, take note BT Internet. Keep an eye open and watch us for news.