ISP Reviews by RaptorX

Full review here: www.ispreview.co.uk/talk/showthread.php/33943-Review-Quality-ISP-which-lives-up-to-the-hype

I recently joined this ISP now that they offer competitive products for those of us stuck on ADSL and am delighted to say that they live up to the hype. They list multiple customer service awards on their website and from my experience they do deliver on this.

I took phone and broadband service with them and the online signup process went smoothly and hitch-free, with several emails sent to me, keeping me well informed of order progress.

The transition to Zen’s internet service was so smooth and trouble-free, that other than entering their login details into the router, one couldn’t actually tell the difference without checking. In fact, the modem didn’t even lose line sync, which is a first for me when changing ISPs. Phone service just switched over, with no interaction from me required to make it work.

I called Zen’s tech support to turn interleaving off, which they duly obliged in a very fast, efficient and professional manner.

Zen do not implement site blocking (censorship) or interfere with one’s internet connection in any way.

They have a comprehensive customer service portal, showing technical details such as usage and line stats. One can also regrade their service, manage email settings and check on order progress, among other things.

So now that Zen have competitive products for ADSL users like me, I can safely say that they are superb and easily the best ISP that I have ever been with, hence I rate them a solid 9.5/10.

Full review here: www.ispreview.co.uk/talk/showthread.php/33942-Review-Could-be-very-good-but-let-down-by-terrible-customer-support

Such potential to be a first class ISP, but wasted by terrible customer support.

As the incumbent, BT have a good range of services and a solid core network along with competitive pricing. In my time with them recently, the service was very reliable, but contact their outsourced tech support for even the simplest thing and they are absolutely hopeless.

I can only get ADSL and I wanted interleaving to be turned off (set to Fast Path mode) but after multiple calls and a couple of weeks of wasted time they never achieved this simple little thing, although my line is very good and supports Fast Path.

It was a similar situation when the BRAS rate got stuck at a low value a few years ago. Openreach simply had to log onto the server and reset it to bring the speed back up, but it took around 6 weeks and multiple engineer visits to achieve this as the message from first line support didn’t seem to be getting through. In the end, the engineer took it upon himself to sort out what was a first line support problem in the first place. There are several other instances of similar bad service stretching back years.

Apparently BT have recently begun insourcing their call centres again which will significantly improve tech support and overall customer service. For me however, it’s too little too late and I’ve left them for the second time.

Note that as a large ISP, BT are obliged by court order to implement site blocking (censorship).

Unfortunately, due to their unacceptable customer service issues, I can only rate BT 3/10 at this time and recommend people avoid them for now.

Full review here: www.ispreview.co.uk/talk/showthread.php/33941-Review-Superb-ISP-let-down-by-tight-download-limits

Fantastic ISP with proper UK technical support by people who really know what they’re talking about.

Great for a technical user like me, especially with the flexible online control panel where virtually every setting relating to my line could be configured. IPv6 as standard and lots of other useful technical services can be purchased.

No internet censorship / site blocking.

Expensive, but you get what you pay for.

Reluctantly left due to tight download limits. 100GB for £25/month for the standard Home::1 service not tenable nowadays as single modern game download of 65GB can put one over the limit. Can be topped up or more paid up front, but it soon empties your wallet. Hope AAISP can offer more in the future.

So, if you want great customer service and tech support, plus are a light user who can live within tight download limits, then I can highly recommend them and rate them 9/10.