ISP Reviews by chartonjeremiah

Several years ago, I used ISPREVIEW to choose Namesco for my broadband and had a decent experience with Namesco.

Unfortunately, they stopped providing broadband services and transferred me to Phone Co-op. I became unsettled with Phone Co-op as the few times I went over my allowance I ended up paying around £25 per month. Also, on calling their customer service line, their personnel seemed relatively clueless and might have been a generic call centre hired from another company.

And this is what led me back to ISPREVIEW. With excellent reviews for A&A on this site and a price of £25 per month covering a lot more usage than I was currently using - with only downloaded data taken into account - it all seemed the obvious thing to do to go to A&A.

I enquired whether my router was supported and, with email confirmation that it would be, I initiated the transfer of my broadband.

The problems started on the day that I transferred to A&A. They switched my backhaul provider from Openreach to Talk Talk and the result was no broadband. What made it worse was that I was telephoning and emailing them and not getting updates as to what was happening.

When I telephoned the following Monday I had been without any Broadband for 5 days. The agent told me that nothing was happening and that I should basically sit tight and wait. I asked about the complaints procedure and was immediately put through to a supervisor named Ashley. Thankfully, my supply was sorted out within 24 hours.

I was hoping for some further feedback about my experience but received no contact over the following few weeks.

However, after a month had passed from the date of my transfer from Phone Co-op to A&A, I received an email from a lady named Victoria who asked if I would be happy to leave a review about A&A at ISPREVIEW. I explained all that had happened and she arranged a credit on my account in regards to the length of time that I was without service. She also referred what had happened to the Business Manager to take up with the agents that I had previously spoken with as the level of service that I had received was not waht the company aspires to.

So, am I happy with A&A?

The initial customer service was disappointing and Shaun admitted when I asked him that if I had not asked about complaining my problem probably would have carried on a bit longer.

However, I think that my speed is a little faster now and more results come up in search engines so I suspect that my internet is now truly unfiltered as they promise. Also, the customer service portal is very informative unlike my previous broadband experiences. Their staff are polite and do seem more than just ordinary call centre staff.

I don't think that £25 is expensive as I ended up paying that anyway when I went over my allowance with Phone Co-op.

My feeling is that my customer service experience is not the norm but I can only rate them 6 on Support due to my experience thus far.

I would recommend A&A to a friend though, as I am happy with everything on balance.