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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Does any broadband have good service and customer service?

30 replies

EmmaEmerald · 20/04/2023 12:27

I have to choose new - or renew with TalkTalk. The provision is good but if it fails and you need to speak to human, they’re impossible to get and when you do get one, it’s very hard to hear them, I think they use VOIP.

I have mobile data with sky which rarely works. Does anyone have any suggestions that aren’t awful? Also I can use slowe broadband but no one seems to be doing it, it’s all very expensive now.

thank you.

OP posts:
JuneShitfield · 20/04/2023 12:29

I think it varies a lot by area, really. I actually have a decent experience with Virgin Media but I think that is mostly because I’m in an old Telewest cabled area so the basic infrastructure is decent.

Before we moved we had Hyperoptic, they were good. Expensive, and they have to come and install a special box in your house, but once it’s all up and running the signal is good and tends to be very stable.

Ostryga · 20/04/2023 16:12

Definitely depends on your area. I’ve been with Sky for years now after disastrous attempts with virgin and bt. They’ve been great never had any issues.

Original poster
EmmaEmerald · 20/04/2023 16:15

That's interesting re Sky, it works very infrequently.

If I'm going local, I think the safest option is probably BT. But what are they like to talk to if there's any issues? TalkTalk are hellish. And oddly patronising. I'm embarrassed to say I actually burst into tears talking to them this week.

OP posts:
Flamingogirl08 · 20/04/2023 16:18

EmmaEmerald · 20/04/2023 16:15

That's interesting re Sky, it works very infrequently.

If I'm going local, I think the safest option is probably BT. But what are they like to talk to if there's any issues? TalkTalk are hellish. And oddly patronising. I'm embarrassed to say I actually burst into tears talking to them this week.

BT are quite easy to talk to in my experience. I've just got rid of them though because they are also quite pricey

HundredMilesAnHour · 20/04/2023 16:20

I used BT and have found their customer service to be surprisingly good. They aren't the cheapest but for where I live, they're the best provider (both in terms of speed of service and for customer service).

Neededanewuserhandle · 20/04/2023 16:20

Zen.
There is no-one else - I have tried loads and the rest are all 100% cunts.

whirlyhead · 20/04/2023 16:21

When I wanted to dump BT I did extensive customer research and came up with these guys: Andrews & Arnold. They are a small company, about 20,000 customers, and they answer the phone straight away when you have a problem and are really helpful. I've been with them about 7 years and the only outages I've had have been bt connect guys breaking things.

I had to ring them recently and the first thing the guy on the phone said was: "look out the window - do you see any BT connect vans?" and lo and behold there was one there. Turning all our broadband off.

Can't recommend them highly enough (great trustpilot review too):

https://www.aa.net.uk/

A&A - Home

https://www.aa.net.uk

Divorcedalongtime · 20/04/2023 16:21

Vodafone scored really well. Zen internet is meant to be amazing but it’s expensive.
move been with sky and BT and didn’t live either although sky was better.

Elphame · 20/04/2023 16:22

Zen.

We have it in all our properties and wouldn't use anyone else.

Original poster
EmmaEmerald · 20/04/2023 16:49

I will check out A&A and Zen, thanks. I would like to keep my phone line.

I wonder what happens if smaller companies go bust but the thought of a company based in the UK fills me with joy!

OP posts:
strivingtosucceed · 20/04/2023 17:15

EmmaEmerald · 20/04/2023 12:27

I have to choose new - or renew with TalkTalk. The provision is good but if it fails and you need to speak to human, they’re impossible to get and when you do get one, it’s very hard to hear them, I think they use VOIP.

I have mobile data with sky which rarely works. Does anyone have any suggestions that aren’t awful? Also I can use slowe broadband but no one seems to be doing it, it’s all very expensive now.

thank you.

I've had BT for about 4 years and they had good customer service, but sometimes when I had issues with them they didn't have appointments within the next 3 days for them to get fixed. Customer service is great but it's definitely priced. I've recently moved to sky and have had no issues so far so can't speak about their customer service.

Twofurrycats · 20/04/2023 17:23

I have zen. Can't fault them.

2X4B523P · 20/04/2023 17:33

I’m with Virgin Media and am happy with speed of broadband (fibre to box down the road and coaxial to house) and customer service.

Recently had to contact them to make a mid term change of contract which they did and I got a lower price. They didn’t have to give a lower price but I needed the tv package removing as no longer wanting to give any money to the BBC and cancelled tv licence. Didn’t want the BBC to say we can see you have an active tv package, if they can find such things out.

MereDintofPandiculation · 20/04/2023 17:39

Zen is a Which? Recommended Provider and consistently tops their ratings

Allmyghosts · 20/04/2023 17:47

Have just joined giganet and they seem good,a uk call centre and cheaper than renewing with virgin.

jaundicedoutlook · 20/04/2023 17:51

We have BT. Find there are very few tech problems - super reliable service. In 4 years it’s gone off once and the customer support was fine - just took a while to get through to an actual person.

Previously had Orange, which became EE. Very unreliable service and customer support sucked, especially at weekends, which was when it tended to go on the Barry.

whirlyhead · 20/04/2023 17:54

Didn’t rate zen when I had them.

Have been overjoyed with tiny Andrews and Arnold who are uk based and hate BT with a passion and take great joy in going after them over any issues. They’re very good at replacing broken kit for free too. They stay small for a reason (can’t remember why now but they tell you if you ask them).

Original poster
EmmaEmerald · 20/04/2023 19:15

I'm guessing the smaller companies just use BT equipment?

I don't really understand internet but as long as I have a landline - I don't mind changing the number - I'm thinking it will be A&A more likely than Zen.

A&A also have the correct postcode for me which is a good start - I live in a huge block of flats with three postcodes and Zen already look like they've got the wrong one attached to my flat number.

OP posts:
chilling19 · 20/04/2023 19:24

Neededanewuserhandle · 20/04/2023 16:20

Zen.
There is no-one else - I have tried loads and the rest are all 100% cunts.

Seconded

Original poster
EmmaEmerald · 24/04/2023 15:05

Hi all
thanks again for this

I have succeeded in getting TalkTalk cancelled, that was quite a mission. I swear, they put their staff in tunnels so you can't hear them. Must be rubbish to work there.

Prices in from A&A - quite high and £100 installation.

waiting on Zen

BT are saying they have UK call centres - does anyone know if that's true though? Mum has BT and touch wood, her connection is mostly fine and when she had issues, they were helpful.

OP posts:
nolongeropenforbusiness · 24/04/2023 15:14

All BT call centres are based in the uk

Hesma · 24/04/2023 15:15

I’ve always had excellent service from sky

Original poster
EmmaEmerald · 24/04/2023 15:16

Hesma · 24/04/2023 15:15

I’ve always had excellent service from sky

I have mobile data with Sky - it hardly ever works
next on the list is to look into compensation they apparently give for that

OP posts:
TriceratopsRocks · 24/04/2023 15:16

We have used Uno Communications for years. When I joined, it was almost a coin toss between them and A&A (who have already been mentioned). Uno are also UK based and have real people answer the phone who know what they are talking about, rather than a script. At the time I joined, Uno were slightly cheaper than A&A, and with only slightly less glowing reviews - these were still very good though. I've had to call a few times over the years and have always been happy with their response.

Chuckydidit · 24/04/2023 15:19

Plusnet, BT is the parent company.