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Excellent service continues?

I often look at reviews on various sites and see favourable comments after a person joins a new ISP; but wonder how they find the service provided after being with the provider a number of months. As I’m in my sixth month with Metronet I thought I would post an update and wonder if my fellow users have found the same as me.

Reliability and speed both continue to be excellent - Downstream 474 Kbps (59.3 KB/sec) 511 Kbps (inc. overheads) and Upstream 246 Kbps (30.8 KB/sec) 265 Kbps (inc. overheads) Source Adslguide.

Customer Service difficult for me to rate this as I have not needed to speak to telephone support, and my few technical queries by email were answered promptly and accurately within a few hours, although on one occasion it was out of hours when telephone support is not available. I suppose having no need to speak to customer service must in its self be a reflection of the quality of their service, and adequacy of their web site online information. Have continued being proactive, keeping me informed using email of changes, these have included the option of a free Firewall.

Cost Metronet is almost unique in charging based on volume of data downloaded and uploaded. My monthly bill for PayGo500 (512Kbps) at 50:1 contention has varied between £11.75 and £14.08 with an average over 5 months of £12.94 although I was away for the lowest month. Although I pay an extra £8.81 a year for their email account.

Content unlike some ISP's they don’t provide any content, although I believe they have some News Servers and BBCi is available.

Research before moving from off peak dialup to ADSL I did a lot of research on ISPs (thanks ISPReview).

Summary I found the service excellent over the 6 months and hope the future continues first class. Would recommend any one to put Metronet on their short list for consideration, but any decision will depend on individual requirements.
 
A very useful post.

Myself and a work colleague are both on the same exchange, which is getting nearer to its activation date.

We've both been looking around for suitable ISP's that would fit our very different useage patterns.

I'm impressed by the billing in arears and 3 month contract.

Metronet could just be suitable for both our needs.
 
Whilst most of the time I am very happy with metronet, and certainly can't fault the price, and the speed always seems reasonable, and the one time I had to call them they were very helpful...However I must confess that on a fairly regular basis I can't actually connect to anything for a few minutes-don't know whos fault this is but its very annoying!

Must happen quiet a lot for me to notice and I am going to start logging-just wonder if anyone else has the same problem
 
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Connect Probelm

regular basis I can't actually connect to anything for a few minutes-don't know whos fault this is by Silermachine

I have had no problems; have seen a post at the end of March "been a few outages of a few minutes over the past few days due to issues at Level3 who provide our primary Internet backbone connectivity and while we have backup connectivity via alternate providers by the time our systems reroute our BGP based network across to the next provider the Level3 connection has returned" Eclipse also had same issues with L3. See Link

Suggest you send an email to Metronet support, and see what response you get, even if its not their system, will often suggest items to check.
 
I joined Metronet's broadband service on 21/04/04, yes, just two days ago but they have been totally efficient at liaising with BT to get my ISDN line converted back to a standard PSTN line and ADSL enabled all at the same time. Everything went like clockwork, the invoicing is great, the communication from them couldn't be better and the service so far is pretty well perfect, although not top of the speed charts, (455kbps actual) on the adsl.org speed test.
 
Same here

My comments are almost identical to the above. I joined Metronet on 17-03-04. ADSL was actually enabled on my line 2 days before their predicted date - even before I got my password! Made one query to their support which was answered almost immediately. Lost connectivity twice on 27th March, must have been due to: [paste from Metronet's status page]:
"Tuesday 27th of April 2004, 14:56:39 GMT / UTC
Our connectivity provider has informed us that the current isses are with "Easynet", who provide peering to the affected sites. The issue should now be resolved."
Speeds usually around 475/230.
Summary: excellent service, excellent back-up by provider, excellent price and transparency by Metronet of any [few] problem issues. Highly reccomended. *****
 
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Service Update - For about the last 3 weeks having problems connecting to the service between 7 and 9 in the evening, get to the "verifying user name and password" stage and nothing happens.

They have advised customer they have capacity problems and are waiting for a new pipe to be installed by BT around the the 18 June 2004.
 
Reliable Service Resumed

Update Reliable Service Resumed - In my June post I updated my comments made in January and indicated Metronet were having some problems. It is only fair to provide an update on the situation. (For those who whish to read the details see the Metronet Forum on the AdslGuide.org.uk site)

Nature of the Problem Metronet expanded faster than the number of users that were allowed to connect to the data pipe, before the upgrade from BT was implemented; this meant at peak times users had difficulty connecting. A new larger pipe has been installed and users migrated to this, although during the first week there were teething problems as you would expect. My experience is the service is now operating again with very few problems.

Reliability & Speed for a four week period in May & June 2004 problems connecting, although speed in general remained good. Since the upgrade, and the initial teething problems the good old service has resumed.

Customer Service when an ISP have problems you find out how good customer service is; and I must say Metronet have kept customers informed by email of the problems and steps being taken to resolve them. It was very refreshing the open and honest approach adopted; at least you know where you stand. Although telephone support has been overwhelmed, the email support has continued to be excellent I had a response to my problem in a few hours and they had already arranged BT to sort a lockup on my exchange. The backup dialup connection kept working.

Overview during a difficult period Metronet have handled themselves well and have come through it. Although the service has not been perfect, after all very few ISP’s are, for a few weeks the problems have been resolved and customers kept informed.
 
Very Happy!

I have just completed my first 12 months with Metronet PayGo500. The monthly cost averages out at only £18.00 a month including connection and modem or just £11.44 excluding those one off costs. The service has been excellent. Only on handful of occasions has there been a delay in making a connection and then only for few minutes. Great value and service!
 
Whoops!

KIA said:
I have just completed my first 12 months with Metronet PayGo500. The monthly cost averages out at only £18.00 a month including connection and modem or just £11.44 excluding those one off costs. The service has been excellent. Only on handful of occasions has there been a delay in making a connection and then only for few minutes. Great value and service!

Sorry, I got my sums wrong. That should read £19.06 a month including the one off costs or £12.45 a month excluding them. Still amazing value though!

Geoff
 
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