OK, so I've never used AAISP.
Nevertheless, the support I had from IDNet last week - in terms of checking the line, calling me to check things were OK whilst the ticket was open - was superb.
My connection had gone down, and I foolishly only rebooted the Vigor 130 modem rather than power cycling it (which of course recovered it), and realised this after my first call. Despite this, IDNet kept the ticket open all week and carried out extra line monitoring.
(Probably some dodgy BT kit somewhere - had another outage the next night which recovered without manual intervention before 07:00 - but others in the village were complaining of broadband down all morning,,,)