Is the Fix any Fault pledge for real?

I see that AAISP undertake to fix any broadband line even if there is an initial problem. While I am tempted - an Enta line that for 3 weeks has been suffering poor upload synch speeds & drop outs, inflamed by poorer servicethan I expect from any supplier - I just feel it's not exactly fair for AAISP to pick up the "mess" left by other ISP's who don't want to deal with anything complex/unusual.
Has anyone direct experience of AAISP dealing with pre-existing issues and what was the outcome?

I think you're overcomplicating it... What kind of a 'mess' do you think Enta could have made? If it's broken, it's broken. ADSL is not a long piece of string that you can tie into hugely complicated knots. It works or it doesn't. If it doesn't, you find the fault and fix it. (Very) rarely, will you introduce further faults or create any kind of 'mess.'

In reply to a post by xela:

ADSL is not a long piece of string that you can tie into hugely complicated knots. It works or it doesn't. If it doesn't, you find the fault and fix it.

They can however, and in my experience Enta did, fail dismally to show any interest in "find the fault and fix it", whether simple or otherwise.

The fault in question for me was actually partly down to BT's 21CN fiasco, and partly down to Enta's own network bottlenecks, but Enta showed no interest in even admitting anything, far less fixing it.

A&A however, have been very proactive and helpful, having certainly removed the Enta bottlenecks, and beating BT around the head for weeks on end to try to get them to address 21CN issues (both generic and specific to my line).

Unfortunately, 21CN ADSL does seem pretty much like a "long piece of string", but the bottom line for me at least, is that A&A will listen to you asking for help, investigate what they can, and then say perhaps the string has a frayed knot...

Enta just heard "help" and said 'fraid not

In reply to a post by ConsumersFriend:

Has anyone direct experience of AAISP dealing with pre-existing issues and what was the outcome?

I migrated to AAISP last week with existing issues on ADSLMax.

I discussed with them my problem before signing up and after connection sent my issues outlined in an email to support.

I have to wait till tomorrow for the forward plan end of the 10 day training period but am impressed so far as it would appear that I have a few little things causing the trouble on my line.

First hurdle overcome today though as BT ran further tests on my voice line due to me reporting it yet again and discovered that I do indeed have an intermittent fault still which they supposedly cured on the 10th August......

My advice would be go ahead and sign up.

I've just signed up with AAISP for my (small) business connection, after spending 8 weeks with Zen trying to fix a problem which went into 29 pages on their fault logging. I have had 12 BT engineer visits in the last 3 months.

Now, I don't expect AAISP to wave a magic wand, one of the attractions of AAISP for me was their continuous line monitoring. Because my company is very small, I can't afford an IT department, so I have to deal with it all, and when your internet develops an intermittent problem it can take all of your time just logging information and talking to the ISP and BT when they call. Hopefully, AAISP with their pro-active approach and logging systems will make my life a little easier.

can you pm me your A&A login and I will ensure it is monitored through.

Shaun

ADSL is not a long piece of string that you can tie into hugely complicated knots

I wish someone would tell BT that as they seem to be dedicated to making it as complex as possible.

You really need the ISP to be proactive and to sit on BT until they get off their lazy asses and actually look at the problem.. too many take the first 'no fault found' response and give up. AAISP even have a bot automatically reopening faults until BT decide to actually fix them.

When are you due to migrate? Will be interesting to see if AAISP can fix this - I've been half following your Zen saga for quite a while now..

I will tell you what happened to me.

shaun would do request with BTw, 90% of the time it would be thrown back in his face. At this point I expect most isps would then have turned round to me and said sorry we tried and that would be it.

But he then would escalate it manually and talk to them on the phone and it would then proceed up the chain so to speak, eventually getting the engineer callout etc.

Once they (BT) also tried to apply a fee and he told me I wouldnt be charged and he appealed it etc. no idea if aaisp won the appeal but I wasnt charged nevertherless.

aaisp achieved quite a lot considering how stubborn BT are.

I had the following all done whilst an aaisp customer.

BT sfi team investigation, including a guy coming round on a sunday cleaning up loads of old loose cables on my roof which were a possible cause of interference.
lift and shift, move to another port on same dslam.
managed cease and reprovide, move to another dslam (different chipset) on the same working day. (i believe aaisp paid a fee for this which wasnt passed on to me).
numerous noise margin resets back to a 6db profile.
forced BRAS profile increase bypassing the 3 day wait. (this was hard to do but was done 2 or 3 times for me).

without a doubt aaisp are the best in dealing with BT they really do back their customers up on line issues.

Edited by Chrysalis (Sat 05-Sep-09 14:39:20)

In reply to a post by xela:

When are you due to migrate? Will be interesting to see if AAISP can fix this - I've been half following your Zen saga for quite a while now..

I'm due to migrate on Friday 11th.