My time with IDNet was boringly straightforward. On the rare occasions where I had issues (e.g. packet loss for a few evenings) they were able to investigate them via phone or email. No problem with using my own hardware (indeed, IDNet don't supply a "standard" router). I only left them to join a local alt net's full fibre network, as the speeds available via Openreach's VDSL network are somewhat limited (I've awarded full marks for speed because I don't believe IDNet's network has ever been the limiting factor in my speed).