Andrews & Arnold (AAISP) Reviews

I recently moved house, having not done so for more than 15 years prior. The process from AAISP requires to request a new connection at the new property and request a termination at the old - so there can be an overlap in service at both properties if required, which is great (I don't think one could do this 15 years ago). Where I live AAISP rely on BT for the access network and their lead time is 2 weeks (10 working days) - a cooling off period apparently - so basically no broadband for the first two weeks at the new property - or so I thought. I rang up AAISP to confirm my understanding of the process as described on their website, and if there was any option to improve the lead time that didn't cost the earth. I rang them late and Stuart from support answered and we had a good chat. He advised me to get a mobile SIM with a wifi device from a certain provider as an interim solution - that was the best advice I had in a long time. I then rang the next morning and spoke to Michael and he said to leave it with him and he'll see what he can do. I had my broadband activated within a week and he took care of the back end ordering to terminate my old service. He also managed to get the normal charge for a new line reduced to a nominal amount. I've been with AAISP for more than 10 years and this is why, excellent customer service and stress free.

Recently asked for a line upgrade ADSL to FTTC (the best we can get in this dark corner of rural Hampshire). Thought it would be a little tricky as it involved switching wholesale provider. One brief exchange of emails to check a couple of minor details and my requested date for the switch was agreed.

After breakfast on the day I went to login, see if there was any info on timing etc, to find that the upgrade had already been done. No configuration changes required at my end or anything. It just worked!

I've been an Andrews & Arnold customer at home and work for nearly twenty years so I don't know why I'm surprised it always "just works". Even when it doesn't work they are quick to admit the problem, explain the cause, explain what they are doing to fix it and what they plan to do to prevent it happening again.

A clean, uncluttered, professional service.

I had watched AAISP for a number of years and often considered moving to them. However my ISP at the time was performing well both in support and function wise. Sadly over time the support deteriorated, but the service connection remained good. Then the inevitable happened my FTTP 900/100 service downloads dropped to circa 50.
Weeks of back a forth trying to get a fix. I was convinced it was the ISPs backhaul

Gave up and moved to AAISP. The whole process was smooth. The fact I could pre allocate my IPv6 /64 blocks via the control panel meant on migration it was a cable swap on my router to get fully back on line.

My ping times have halved and I’m getting full speed again

In fact my Speedtest to my old ISP server is quicker with AAISP than I ever managed with my old ISP

AAISP services are exceptional and IMHO performance is probably levels above any other ISPs in the UK that are available for home users. After all, their core business is industrial calibre services for businesses. This is in overall range of services, function, reliability, configuration affordances, behind the scenes technical competence, support, and superbly uncluttered trustworthy straight forward and relevant information and on-line support tools.

Lack of tinkering with our open access to the world's Internet is reassuring. No traffic shaping at peek times is solid. It is almost weird to have such an uncluttered, honest and trustworthy service these days.

The catch (and this is just me): IMHO the technical competence most support engineers is far above that os all other ISPs that I have used over the last 42 years. However, there have been a few times, while trying to communicate with individual AAISP support engineers, when this has been challenging. Maybe this is akin to how it might be were a patient with a headache was trying to find some shared wavelength with a research brain surgeon. I.e. a few support staff can leave one feeling that they don't suffer fools lightly.

Not the cheapest, but for the service seems fair value.

Overall AAISP are the opposite of the usual cowboys. Which, in this sphere, is meant as high praise.

I ordered the Home::1 FTTP Speed 1000Mb/s down, 115Mb/s up service with static ipv4 and ipv6 addresses for my home server setup. I had to contact them for information regarding getting the fibre line ran in through my loft to an upstairs room where the server rack was located and they assured me this was possible. Installation day came and the engineer installed it exactly how I asked and I used my own modem. Everything just worked without issue.
I would highly recommend them.

good speeds, great knowledgeable service, good price & lots of information about usage, limits & any outages that might occour (most of them my fault)

I've been an A&A customer for a few months now. I couldn't be happier! It's a 10-star feedback across the board from me. Sales were very helpful when I was still making up my mind about the switch. The switch from my previous provider went smoothly. Once on A&A the service improvement from my previous provider was noticeable - a /48 IPv6 prefix plus a static IPv4, very responsive support, and a great customer community on IRC. I'm on a FTTP contract, super fast and stable - recommended!

Have now been with A&A for three months during which their SOGEA service has delivered all it promised in stark contrast to the "now you see it, now you don't!" Cable service offered by our previous well-know ISP. Michael and the Sales Team went the extra mile to remove all the obstructions placed in our way by their predecessors during switchover which was clearly not as straightforward as OFCOM intended! My few interactions with A&A support have also been helpful and straightforward. Altogether an ISP I have no hesitation in recommending. A little more pricey than some but well worth the difference.

Date of experience: 08 July 2024

Andrews & Arnold made our transition to fibre very easy, performance and speed are excellent.
We also transferred our landline to VoIP which works perfectly.

Michael was always there to sort out any problems, and kept us regularly posted on progress.
Our overall experience has been excellent and we would thoroughly recommend them.

We were among the early customers of A&A back in 1999 and were impressed with their service and technical knowledge - if there was a problem at midnight then somebody would be around to sort it out.

We have just returned to them and I'm delighted to say that nothing has changed - still the amazing 1 to 1 service, still the top class technical ability, and all at a very reasonable price.

In our case they had to fight Openreach who caused huge problems getting a FTTP line installed into our listed premises - but I'm delighted to say we're now up and running with a rock-solid gigabit service.

If you want an ISP that really understands the technology, doesn't treat the customer like an idiot, and will *never* tell you to "switch it off and on again" then look no further than A&A.