I've currently got a nice stable Xilo TTB ADSL2 connection but there are times when it struggles with a growing family's web based activity. Can anyone tell me their experience of TTB's fibre service?
I have a number of teleworkers on TTB fibre project. The positives of the service has been eluded to for the £48 service which I would recommended but not as my first choice. Having mobile numbers as part of the calling package is particularly useful if your home has a poor mobile signal. Extensive usage of this facility can save a small fortune. Another positive is that TTB CS speak the kind of English I can understand.
The negatives, wholly from my own experiences, are:
1) If the FTTC engineer installation is not "to the book" then it can take days, if not forever, to get it resolved. This especially applies to 'Kelly' install errors.
2) When you have no broadband service contact with CS is only through a 0800 number. It costs a fortune to call them from a mobile although I believe that mobile calls to 0800 numbers will be free at some point in the future.
3) A very abrasive verification process of who the caller is, with no alternative credentials accepted against the questions being asked. It is imperative that other callers speaking on behalf of the account holder are registered with TTB immediately the account/service is established.
4) CS ranges for being appalling to absolutely brilliant. Sometimes the 'script kiddy' always needs to seek advice on every question/issue raised but trying to escalate your problems to a more informed person is impossible.
5) CSs assumption is that the caller has no technical ability to identify a problem and won't help if you don't do initial procedures which could adversely upset your installation requirements.
6) The customer portal section of the TTB web site is not very comprehensive for ALL the information that would be useful.
7) You may need the TTB supplied router to be available to resolve an issue even if it's not related to the router itself.
8) You are lead to believe that only Direct Debit payments are acceptable. Alternative payment methods are however available.
8) Minimum contract periods in excess of 12 months are unpalatable. However this is tempered with "free house moves".
Of course you may never need to contact CS and your service proves to be absolutely perfect so none of the above would apply to you! Would you get a better CS experience from another ISP. Yes if you are prepared to pay a much higher monthly subscription than £48.