Andrews & Arnold Reviews

Courteous people, extremely helpful, utterly reliable, and I think fair value for money given the direct and speedy access. Plus you are not tied to lengthy contracts if you don't want to be. I am perfectly satisfied for now.

After extremely disappointing customer service which has been getting worse over a long period from Zen Internet, I returned to Andrew & Arnold, who I used up to about 2014 before switching to Zen. Andrews and Arnold are not the cheapest for a domestic user but are straightforward to use, technically capable and I have confidence in their service and customer care. Importantly, I can talk to a person, and not be fobbed off by a bot and/or front line call centre agents who don't follow though on problems.

After previously registering for FTTP updates, I got an email from Openreach saying it was in plan for the area but not committed for our property. However 3 days later I got another email saying it was now available so I placed an order with Andrews & Arnold.

Openreach came out about 3 days later but found that the underground cable duct to our property was blocked although the existing FTTC copper cable ran through the same duct. It then took about two months for the necessary work to clear the duct and run the fibre through. The problem was found to be due to the duct having being damaged and filled with concrete when a near-by lamp-post was changed a few years ago.

The engineers doing the final installation were professional but also happy to chat about the technology and left the FTTC connection in place until the FTTP one was ready. I'd already prepared my router in advance for a WAN ethernet connection and the switchover was virtually immediate.

I didn't have to contact Andrews & Arnold separately on this occasion as Openreach kept me informed of progress although I've previously found them knowledgable and quick to answer queries. The new service has been delivering the reliability and speed I expected for a 115/20 FTTP link.

I am no longer with A&A. My experience went from Good to Average to Not worth the money.

When I moved to them, it was because of their reputation around being technically strong and competent. But when they had significant series of outages as a result of their own router firmware failing, it caused significant disruption which was problematic for home working. I don't feel they were as effective on communications during this period as I'd have expected from an ISP that prides themselves on doing stuff right, and generally since then reliability had not been great, with status updates not being published or really lacking information. It took them a long time to eventually sort their firmware glitches, and updates seemed uncontrolled with no real rollback plan?

When I tried to move away from them, I was also (incorrectly) told that anti-slamming settings on my account were the reason for my switch failing (despite regulations changing that disallow this). After escalating this, they did correct themselves (and said the new ISP were actually the cause of the failed switch), but to me it really just made their service comparable to a "mainstream" ISP where you have no confidence in what you are being told. At which point, I do question what their pull factor is anymore.

I was a customer of A&A many years ago but had to change to Virgin when I moved to a rural area with a very low ADSL speed. I moved back to A&A as soon as FTTP became available. My only contacts with Support have been to request additional IPv4 addresses and to ask them to configure rDNS to use my own domain hosted elsewhere. Both requests were handled promptly and the migration was flawless. It's a relief to be back with an ISP that is highly technically competent, has a reputation for honesty and integrity, provides a reliable service and has a stable pricing structure without the regular price increases so common elsewhere.

A&A always provided excellent and prompt service. This installation couldn't have gone smoother.

The experience has been quite pleasant so far.

Not much of anything to say about the quality of the connection itself; it Just Works™ as I'd expect. Cannot help but notice, though, that whenever I run speedtest, it genuinely shows me the full 950 Mbps down, so I haven't seen any traffic shaping so far.

Where A&A really shines is a few extra services which aren't being offered by pretty much any other ISP (and I've seen quite a lot of different ISPs). Just to name a few: an external static IP offered by default, IPv6 /64, a routable IPv4 /28 (!!!), and reverse DNS for all these. If you don't know what these words mean, you probably don't need them; but if you do, then you probably know when was the last time you saw a home internet package which allowed you to run your very own e-mail server on a Raspberry PI in your closet :)

Was also pleasantly surprised by contract conditions when switching to A&A: as of 2026-08, they offer as little as 1-month term (!) with a £15 setup fee when migrating from another ISP, so you don't have to worry about getting locked in.

On customer service -- only had to reach out to them to request/amend additional services (otherwise things Just Work). The turnover is pretty quick; while they aim to respond in 1-2 business days, in practice this happened to me within 10 minutes or so.

I’ve recently moved back to Andrews & Arnold, ordering their 2500/2500 XGS-PON service, and the experience so far has been excellent.

I’ve mainly dealt with Steph, who has been fantastic throughout the process. Her emails are always cheerful and friendly, with a bit of good banter along the way. It’s refreshing to deal with someone so genuinely helpful and down to earth.

She arranged the new line to coincide with the end of my existing contract. When I received some confusing messages during the OTS transfer, she quickly looked into it, chased things up and reassured me that everything was progressing correctly.

Today, two CityFibre engineers arrived and installed the new XGS-PON ONT. Mine needed moving slightly due to the larger unit, but they had everything completed in around 15 minutes. They explained that the ONT would self-provision and even left me a mobile number to text if I had any problems afterwards. A nice touch.

The router came online without issue and my first speed test showed around 2300/2300 Mbps. I tried several endpoints and consistently got similar results.

I haven’t needed technical support yet because everything has simply worked, but based on my experience so far, I’m very happy to be back with AAISP. A particular shout-out to Steph — she’s been brilliant throughout.

Been a customer for years, originally ADSL and later on FTTC. Having *finally* got FTTP rolling out in our area, I was able to regrade our package.

The order process was painless; received excellent support keeping me informed throughout (OpenReach wasn't as "ready" as they thought they were) and on the day of switchover I must have been offline for all of 5 minutes.

Speed and reliability have improved, and it's even a little cheaper. Cannot recommend highly enough.

I've been with AA for a very long time now across multiple addresses and now different services.

I've personally found them to be very helpful on the occasion where support has been required, quick to reply and very technically competent. No reading from a script or having to explain the issue multiple times.

Anything that has meant Openreach has had to fix has also been dealt with swiftly.

For sure there maybe cheaper service out there, but you get what you pay for when it comes to support. So for me, the cost is worth it.