iDNET Reviews

These guys cost a little bit more than cheaper providers such as Sky / BT / Virgin etc., but they're worth every penny in my opinion. Their helpline is excellent and they've always billed me correctly - which is more than I say about Sky!

The quality / speed of connection I got through ID Net wasn't exactly lightning fast but that's more to do with the quality of sockets in my apartment and my local exchange.

Although IDNET say they now have 24/7 support, it doesn't quite work like that. Someone will take details and you may - or may not - get a call back.

Support is not so good with this ISP - and if you think you may need it out of hours then think again.

I've been very happy with my service from IDNet. Although their support lines are only staffed during business hours, I have never had any trouble in getting through to them and they were always very helpful and polite. They've saved me from dealing with the nightmare that is BT when I did have problems. Moreover, they were very good about refunding me when I didn't get proper speeds due to a line problem and when I had to cancel early due to a move.

Overall, the speed was decent - no major hiccups. Though, occasionally (~once every two months) at busy periods it seemed to drag just a little such that I'd have to wait a couple of minutes if streaming video. However, this never lasted for more than an half an hour.

Finally, I also found their general web interface for customers very helpful for tracking my usage, etc. and the billing was always very easy and clear.

Altogether, I think they are good value for money.

Admin brilliant: had to order phone and BB seperately due to restrictions of previous supplier, both committed dates within 1 hour of order. CS prompt and helpful. Max speeds close to sync achievable all the time. Have to adapt usage times to fit download limits but no big deal. Low latency 18ms constant, negligible packet loss. Only outage for national BT maintenance. About 0.75km from cab, sync at 33+Mbps.

I have been with IDnet since 2007, and apart from a email server outrage some time ago have received good service and not needed support.
However lured by BT's come back to us Broadand and phone for £16/month I decided to migrate and placed the order to complete on 24th January, in the meantime I had another look at this offer and decided in wasn't what it seemed and cancelled on 14th January, received confirmation that the order was cancelled.(that was 10days notice)
On the 24th my broad band had a BT retail put on it, the router arrived (I declined to accept) after many phone frustrating calls and emails (back to a 56k dial up connection) in which I was assured the order had been cancelled. The tag was eventually removed and a MAC given to me that evening, which I sent to IDnet, however before they could use it a "cease" broadband was placed on the line.
By the time the "cease" was removed it was to late and a reconnection was the only way forward.
So on the 2nd Feb. I thankfully rejoined IDnet, their support staff were helpful all along the way, I even emailed them at 20.00 hours that evening was answered within 15minutes and a solution found to the problem I had with the router.
I just hope they stay and remain independant, and don't go the way of Metronet.
Many Thanks to IDnet. I rate them highly indeed.

I moved from an LLU provider to Idnet last July as I was looking for that extra speed FTTC offered and while it's generally been a pleasant experience I have been deeply disappointed with the poor level of customer service provided by Idnet.

I could give various examples of the arrogant manner in which simple queries are dismissed by Idnet staff but the real disappointment was the complete absence of any support at all over Christmas. Coming from an LLU provider with 24/7 support I was somewhat shocked to learn Idnet customer service is only available Monday to Friday during business hours but at Christmas they closed completely for over two weeks.

Granted there was an answer machine where you could leave a message if you had no internet access at all but if you were having problems with your email, a DNS issue, a billing issue, or a general connection issue then you had to wait for over a fortnight to resolve it. What other service providing company would close their customer service department completely for a fortnight?!? Not many that took their customer seriously I'd guess.

Customer service aside the connection is much like any other BT Wholesale connection. It has it's "moments" where the connection becomes the victim of congestion but it would obviously be unfair to blame Idnet for that as they're simply reselling the product from BTW.

In conclusion I've probably been spoiled in the past by being an LLU customer and enjoying the benefits that provides. Would I recommend Idnet to friends or family? Probably not. The customer service is just too poor (when they're actually open that is!)

Best support since I've experienced, best service and speed.

If BT weren't in the loop, it'd be perfection!

I've been with IDNet for more than 4 years now, they are my 18th ISP.

The service beats anything I've experienced before, they deliver what they say they will and support is excellent, real people answering the phone and not a script in sight. Yes, there have been problems in the time I've been with them, many caused by BT, but what ISP doesn't experience technical issues from time to time.

It's possible to talk to the owners of the company, and they have demonstrated a willingness to listen to customers and adjust services to meet needs.

Highly recommended for anyone who wants a quality ISP at a sustainable price.

I've been with IDNet for a few years. My connection has been reliable although IDNet has at various times over those years suffered very badly with congestion due to the oversubscribing of their network. Currently speeds seem reasonable, so I've been happy to stay, if only because the inevitable inertia that many of us suffer means I can't face the hassle of changing ISP and email addresses. Internet access is not a mainstay of my life, so I've been prepared to put up with their average service. However, if I were a newcomer to the web, I would NOT use IDNet based on my experiences so far.

I'm technically competent so have had little need to use support, although on the few occasions I have contacted them I've found them polite but generally not very interested or competent at dealing with difficult problems. Their first line of defence has ALWAYS been to blame BT, even on the occasions that have been proven (and subsequently admitted by IDNet) to be IDNet's fault and/or responsibility.

Recently I've been suffering some problems that I could not fix myself and thought were IDNet's problem, not BT's. This is where IDNet falls down badly.

Firstly, it's virtually impossible to get support during the evenings and weekends. Emails and answerphone messages seem to be ignored until 9am on Monday.

Secondly, if you're lucky enough to suffer a problem during the few hours that their support is open, you'll be dragged through all the usual "check your router, filter blah, blah, blah" before they'll accept that they might have a problem. As an example, during a recent incident where I could not connect to any websites, and where other IDNet customers were suffering the same problem and posting on their user forum about it, I was told by a female support operative that their service was fine and that I should "clear your temporary files" to solve my connection problem. It was only when I told her that other users were complaining of the same issue that she grudgingly admitted that IDNet was at fault and a fix being worked on.

The web is becoming ever faster and more reliable, so price and high quality support are the only real points of difference and should be at the top of every ISP's list. IDNet are averagely priced but their support is dreadful. Truly dreadful. It's no good answering the phones quickly and being polite if what you then say is downright wrong or incompetent or misleading or disinterested.

In short, if you don't envisage ever needing support, IDNet might suit you. For anyone else, IDNet is best avoided.

Just want to say I think IDnet are a terrible ISP. Their customer support is shockingly bad!

We currently have a business ADSL connection with a service level agreement which we pay through the nose for with IDnet so you would have thought their customer support would be good, but no.

We start experiencing some intermittency issues with our connection (we have also had this problem since moving to IDnet) so we called them and was bluntly told that we had been restarting our router manually and it wasnt a problem with the connection - nothing they could do. Currently the connection is stable (but for how long?) so they said we should have called them at the exact moment it was happening (baring in mind we did do this give or take 10mins!) Obviously this is frustraiting and we had checked all hardware so I knew it wasnt an issue with our router.

Long story short, official complaint made and they were not prepared to investigate it further.