FTTP ISP Value

Hi

I have had FTTP now for 7 years, in that time I have mainly been with Zen with one spell at BT.

I have had a fault on my connection to the node on the street and my connection has been down for 7 days. In this time Zen has never called me back, i have waited 30 minutes most days for them to answer, or responded to an email unless prompted, Bt engineers appear to come and go at their whim. (I am sure this is not the case but nobody tells me anything or makes firm appointments) and I am no closer to a resolution.

My question is, if this is how you are treated by the ISP for a FTTP connection, what is the added value? Should I not just have stayed at BT pay less, get faster connection for same price and keep my fingers crossed it does not fail?

Or should I have paid more say for A&A for better service when these scenarios inevitably occur?

On a "business grade" FTTP connection, you will most certainly get a faster response. With things like ONT faults and swaps, I have had the Openreach engineer out the next morning after reporting the fault at 4pm the previous day with my CP.

However in other instances, my recent speed re-grade by example, we were completely in the hands of Openreach and what *should* have been a soft change effected in max 24-48 hours took almost 3 weeks to get sorted. I hasten to add this wasn't an outage as such.

There is definitely a value in paying a premium for such service, I think at least. But that is not the same for everyone.