Author Topic: Does IDNet support exist any more?  (Read 234 times)

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Offline mervl

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Does IDNet support exist any more?
« on: Mar 20, 2017, 18:32:49 »
In the 6 years I've been with IDNet I've hardly felt the need to use support. Fortunately.

Now I've a problem that, to my great disappointment, I'm haven't been able to sort with just my own research, I can't get calls answered or a response to e-mails. I appreciate that they're often praised to the skies on here, but what about the ordinary mortals? Are we frozen out? Is it now an ISP just for the "exciting" gamers? Or have Openreach become "too difficult" to deal with? Understandably so, and something which I assume will only become worse with Ofcom's shenanigans. Something else for us to celebrate, no doubt.

Offline zappaDPJ

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Re: Does IDNet support exist any more?
« Reply #1 on: Mar 20, 2017, 18:48:17 »
I've never had a call go unanswered and I've made far more than I can easily count. I don't recall having to wait more than a minute or two for someone to answer either. Are you calling during office hours?
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Offline Simon

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Re: Does IDNet support exist any more?
« Reply #2 on: Mar 20, 2017, 19:30:38 »
I can only concur with Zap.  I've never had a problem with them answering the phone.   :dunno:
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Offline Clive

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Re: Does IDNet support exist any more?
« Reply #3 on: Mar 20, 2017, 21:33:37 »
It's certainly not my experience Merv.  I've always been very impressed with their rapid response and availability of staff.

Offline Adrian

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Re: Does IDNet support exist any more?
« Reply #4 on: Mar 20, 2017, 21:35:49 »
My experience has always been quite positive. Phone calls are picked up almost instantly and e-mails have usually received a response quite quickly. Actually resolving issues has sometimes been a bit slow, but then a quick fix isn't always possible, as with my present problems.

The one thing I like about AAISP is the way they keep customers informed of progress without having to be asked, IDNet could improve their already good service no end by following the AAISP model. It's a bit like when you are on a train that has been delayed, if you are told why there is a delay and kept updated without having to ask you don't feel quite so bad about it.
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Offline Simon

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Re: Does IDNet support exist any more?
« Reply #5 on: Mar 20, 2017, 21:41:19 »
That has always been one of their failings, Adrian, and has been complained about a lot on here.  Their reasoning seems to be that if there's nothing to tell the customer, (ie, they're waiting for BT, etc) then there's no need to keep in contact, but most customers would like more regular updates, so as not to feel as though they have been 'forgotten'.
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Offline Gary

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Re: Does IDNet support exist any more?
« Reply #6 on: Mar 21, 2017, 07:59:09 »
Never had an issue myself with support they always answer straight away. So what's with that dig at the gamers then? We are all mere mortals no matter what we use eg FTTC/ADSL/ADSL2  etc or those that game. We all go though the same support network too, so that's a pointless and unneeded dig at other users and a moot point really.

 I understand people like being left in the loop but also sending updates with nothing new is also time consuming and there are those who would call that pointless. It's hard to find a balance I guess, but if I hear nothing I know there is no answer yet. IDNet when I last spoke to them talk to either their suppliers (not all at are BTw) or if they have to talk to BTw, which was a while back was India, so no its nothing to do with openreach as far as I know. Banging on about a company trying to keep a post war copper network running that was only ever designed for voice traffic is a bit pointless, it is what it until fibre replaces all the copper of varying sizes and grades and the useless Aluminium.

 Even after you remove the wiring from the equation you still have the issues of ECI cabs being worse than Huawei ones, I mean Huawei have got G.inp and now will get the new 3db profiles this year if you have a stable line which is really sweating that copper, but ECI cabs get none of that, so roughly 35% of the network runs slower with more faults as ECI cabs appear to be less reliable and the ECI cabs cant at this time be upgraded to the new standards yet pay the same. Openreach didn't decide on cabs, that was BTw I believe. There is so much going on and to go wrong, sometimes you just have to be patient I find.
« Last Edit: Mar 21, 2017, 08:09:36 by Gary »

Offline Lance

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Re: Does IDNet support exist any more?
« Reply #7 on: Mar 24, 2017, 13:28:50 »
So what's with that dig at the gamers then? We are all mere mortals no matter what we use eg FTTC/ADSL/ADSL2  etc or those that game. We all go though the same support network too, so that's a pointless and unneeded dig at other users and a moot point really.


The point being suggested, i think, is that with IDNet's new gamer focused premium priced packages, support would give preference and more time to these users.
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Offline Gary

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Re: Does IDNet support exist any more?
« Reply #8 on: Mar 25, 2017, 08:26:07 »
The point being suggested, i think, is that with IDNet's new gamer focused premium priced packages, support would give preference and more time to these users.
I got that bit, Lance. I don't think that's happening and thought it was a petty jab tbh. Anyway I'm not on a gaming package even as a gamer, price for me is to steep but I still get though every call I make which is very rare I have to say thankfully. I don't think IDnet would put gamers calls as priority over anyone else's on our side of the business fence. Maybe they just know Mervl's number and hide ;D

Offline Tacitus

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Re: Does IDNet support exist any more?
« Reply #9 on: Mar 25, 2017, 18:56:05 »
Just to add my two pennorth....

I've not had a problem with support.  Phones have been answered within a minute or so and I've had replies to emails as soon as I've left the keyboard.  Maybe I've been lucky but my sister's also with iDNet and she's reported much the same.  In fact she's thinking of moving the line and phone over as soon as her BT contract ends. 

Agree with others though, they could take a leaf out of AAs book and give regular updates if it's a long problem involving others. 


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