ISP Reviews by conkerbot

Please bear in mind that this relates to the Edinburgh staff and network.

Good:
-Their installation service is really good. The staff are friendly, quick and knew their stuff to get everything set up with the slightly weird cable situation we have in our block of flats. They're even very respectful of your house, pulling on these slipper type things over their boots to protect your floor and cleaning up any mess caused by cables and installation.

-The DL/UL speed for me has been very consistent most of the time. On their 60Mbs package and there's a problem if I'm getting less than 55Mbs. I just ran speedtest and got 62.8Mbs which is consistent with my experience.

-Their line quality is fine most of the time. My ping is usually 20ms or less and I've never seen jitter go above 3ms.

-Their tech support is above average. Tier 1 is... well, as incompetent as Tier 1 usually is, but they didn't freak when they remoted into my computer to find Mac OS (and they're using TeamViewer so it both worked and was trustworthy). Once I got passed to Tier 2 over a line fault that wasn't corrected but just on my street, they saw the problem and it was fixed within 5 minutes. However, the tech noticed some problems on our router and scheduled a technician to come next day and run tests. He arrived on time, agreed our router may be faulty and replaced it there and then.

-I'd give the network a reliability of about 98%, estimating less than 2% downtime/serious line faults. Not brilliant but better than my previous ISP.

-Email, while never used, is just skinned GMail with all the benefits and pitfalls that comes with.

Bad:
-The "SuperHub", oh jeeze, the SuperHub. ~3 hours it will just decide to hang for about 30 seconds then continue on fine, except it destroys facebook, skype, games, torrents, downloads etc. This isn't a network problem, it's just their horrid router. A new one is now out though, and it seems much better, plus VM customer service can bend over backwards so it'd be pretty easy to get hold of one if you're an existing customer and have a problem.

-The network, while decent, has been hit with a couple of outages lasting more than 4 hours. The problem however is their service status info is VERY unreliable, with my postcode giving different results to my customer number, making diagnosis of any problems harder.

-18 months with them, writing and emailing at least 5 times, and mentioning it on EVERY call I have with them, they still address bills and literature to a wrong name (they've appended "-amon" to the end of my name) and refuse to change it. Doesn't affect payments or anything though.

-Some billing problems at the beginning, but they were eventually sorted and refunded.

-Although their line is good and DL fantastic, U/L is only 3MBPS (admittedly all that's promised, but far lower than BT Infinity for example). Furthermore, the line's hit or miss for online gaming for unknown reasons