Who's good for broadband? Reliable service and good customer service
Sky here I’m afraid. Excellent quality, excellent customer service. Possibly a case of nose face?
Possibly. Just trying to avoid giving my money to such a nasty organisation…
The irony of the Murdoch’s getting my money cos they’re the only ones who offer decent customer service!Posted 4 years agobrooessMember
I was with O2 for 18 months and they’ve been fine – hardly a problem but they’ve gone and sold the business to Sky – who I don’t want to give my money to.
I’ve moved to Tesco but they can’t get the service to work – insisting the fault’s inside my house even though there’s been no problem at all for 18 months with O2…
I’ve had BT and Virgin in the past – neither could get the service to work and customer services were appalling (and appear to have bad reps generally)
So looking at alternatives, Talk Talk and Everything Everywhere get poor reviews for customer service (which is pretty important IMO with broadband as it’s not something you can sort on your own)
I’ve heard PlusNet service is poor but this is just hearsay.
I’m not after the cheapest deal, just something reliable with customer service who can actually sort problems out (and can do evening/weekend engineer callouts)
Do I have any options at all? 😯Posted 4 years agoask1974Member
Question for the ‘Zen’ fanboys, why so great? Just looked on-line and service isn’t the cheapest, speed no different to others and capped downloads (albeit quite high). About the only thing that looks useful is a static IP address but most users wouldn’t find this much use. Not knocking Zen just curious why you guys are so pleased with them.
Personally I’m with Sky, the service has been more or less faultless, it’s £7.50 a month and I get to speak to English speaking service personnel. Was with BT before and I will never, ever buy services from them again – well, never say never but it would take one hell of a product…Posted 4 years agocomedyphilMember
Just signed up with plusnet – very impressed so far. Good communication about when the engineer would turn up to install the line, when the service would be activated and so on. And the speed is around what they said it would be – around 15 Mbps. Uncapped service for half price for 9 months too.
Only been activated for a week though – no problems yet, but time will tell…Posted 4 years agoMrSmithMember
Question for the ‘Zen’ fanboys, why so great?
After the plus-net debacle (where there was a user group formed to complain and the MD had to do a public apology) I swapped to zen and the couple of times there has been a problem I have picked the phone up and spoken to some bloke (who despite having a norther accent i have no trouble conversing with) who sorts it out or goes through the problem if its been at my end. Usually it’s the BT exchange but they seem to be able to speak directly with the local engineer and sort it. No call centres in India, no waiting on hold for ages.
Expensive but I’m not going for the cheap option ever again, last time that ended up with 3 weeks of downtime and costing me money and time.Posted 4 years agotoastandteaMember
We where with talk talk , which where ok just a little bit difficault to deal with the non english call centers . Decided to switch to bt to give them ago , big mistake . We had no phone or bradband for 2 weeks , i was phoning cutomer services twice a day and can honestly say i have never been more frustrated or angry in my life .
One phone call to sky and we had erverything sorted in a few days , should have phoned them a lot sooner !!!
Iam now still having to deal with bt as they are refusing to give me back the money i paid up front for the line rental . I will never use bt again !
chrisPosted 4 years agoslowoldgitMember
My experience of VM would seem to me that if their stuff works for you, good, no problems. But their help & support forum shows an awful lot of upset and angry customers with long-term poor service, in a post-code lottery. The lesson I took from it was run away, don’t wait for them to fix their over-used system. Do so in the first month.
It seemed like pure chance, I had a poor service, ten megs frequently dropping to zero*, my neighbour had no problems.
*That’s zero, not even connecting to speedtest.Posted 4 years agospacemonkeyMember
Re Zen fanboys, they have probably the best customer service in the industry. Have only had reason to call them 3-4 times and on each occasion it’s been BT or something in the house that’s been at fault. They once called me back on the mobile and spent 45 minutres trying to resolve an issue that wasn’t their responsibility. Always speak to an English speaking Englander in Englandville. And always get through within seconds.Posted 4 years agoreluctantwrinklyMember
Joined Plusnet years ago as they were the only company who said they could provide me with broadband at the time. Just painlessly upgraded to a fibre optic service. Never had a problem contacting customer service & all problems sorted quickly. Speeds reasonable but can vary a bit.Posted 4 years agooliverd1981Member
What’s worrying is how little choice there now is compared to a few years ago. all of the smaller providers havbe been swallowed up by the big brands. The’s a distinct lack of real competition.
I would have like to have gone with Tesco but it’s not available on our exchange so I’m afraid it’s Sky – who have been pretty good so far.Posted 4 years agojam boSubscriber
Re Zen fanboys, they have probably the best customer service in the industry. Have only had reason to call them 3-4 times and on each occasion it’s been BT or something in the house that’s been at fault. They once called me back on the mobile and spent 45 minutres trying to resolve an issue that wasn’t their responsibility. Always speak to an English speaking Englander in Englandville. And always get through within seconds.
same here, and when I did think about leaving they gave me a massive discount to stay.Posted 4 years agotinman66Subscriber
Please under no circumstances choose Talk Talk, absolute rubbish service. i could literally spend the rest of the day telling you the horror stories but to summarise…
We moved house about six weeks ago and it took three and a half hours worth of phone calls just to get our broadband moved over. They were absolutely incompetent. I kicked up a massive fus with their complaints department and they gave me my fibre optic broadband half price for the next 12 months with free installation. They then charged me for the installation 😕
Trying to decide whether I’ve got the energy and will to live to call them back and complain again.Posted 4 years agobounceSubscriber
+1 for Zen, been with them for 10 years. Happens very rarely but when I have to pick up the phone to them, service is best I’ve ever had from any company. Two of us working from home, got to have broadband up and running. So I can comment on threads like this at 11.20am when I should be working 🙂
Was with BT for a year or two at the start of broadband roll-out – never again.Posted 4 years agoFuzzyWuzzyMember
Another Zen user here, pricey but very good CS. I’ve only had to call them twice in over 10 years though (although whether that means their service is very stable or broadband in the area in general is very stable and I’m paying over the odds for good CS I don’t use I’m not sure :p ).Posted 4 years agoIanWMember
Gone from Virgin to BT. Virgin really annoyed me with their crap customer service took them 10 years though but then the penny pinching really became clear.
Word is BT are likely to be just as bad, however so far they have been good and the hardware, bandwidth(fibre optic) are both way better than virgin could muster.
Also really like the controls on the hub which mean I can set access times for the various ipads, pc, laptops etc makes managing kids access to the web much less stressful.Posted 4 years ago
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