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!)