Thanks for that. I would get a got more from Zen for a little less than I'd pay AA. I was with Zen ten years ago until I was lured somewhere "better" only to be disappointed by their tech team. Zen tech support was good but can't be compared with AA. However, a return trip seems on the cards.

You are so right... !

Sky have their call centres in the UK. They are competitively priced and have recently been highlighted for having a low level of complaints.

...and they're still way below Zen and AAISP in ratings from TBB users

In reply to a post by ARD:

My only �must have� is a UK call-centre.

Meh. Most of them these days don't do anything except pass your request/complaint onto the back-office guys anyway and they only work during office hours. Unless you have a pathological hatred of foreigners it seems a silly sticking point.

My experience of off-shore support staff is that they are more helpful and more patient than their UK counterparts. If I'm going to be fobbed off by frontline/triage staff I'd rather it be a pleasant experience.

In fact several years ago with (Barclays/Woolwich) it was only the off-shore staff who fixed the problem. I called three times over a two month period during the week to try and get them to calculate the mortgage correctly. Three times I was given a simple 'sorry' and assured it would be fixed. Either nothing happened or else it got reset during the week. So at the end of my tether one Saturday I called and got their Indian call centre. The chap I spoke to was very apologetic, admitted it was a ridiculous state of affairs and told me he'd take it up immediately. An hour later he called me back to confirm that the changes had been made ("I've done it properly for you unlike the last few attempts"). Early the next week he called again to verify that their regular 'account cleaning' hadn't reset things.

Oh and the only call centre staff I've ever had problems understanding are the Sky TV people who are (or were) based in Scotland.

Edited by Andrue (Fri 15-Jan-16 14:28:21)

Sky have their own backhaul thus avoiding BTW and TT

In reply to a post by caffn8me:

...and they're still way below Zen and AAISP in ratings from TBB users

If there are so many unhappy customers on Sky it's a shame they don't post their experiences here on the forum, I'd be interested to know why they are unhappy. In my experience Sky have been excellent.

So the TBB user ratings would be even lower if they didn't have their own backhaul?

The user ratings are merely opinon and are not comparative. You can't use them to compare one ISP with another.
They don't ask "how do you rate Provider A, Provider B and Provider C".

What they certainly do tell you is the proportion of customers satisfied with their particular ISP. Are you suggesting that customer satisfaction isn't important and companies don't need to worry about it?