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(Copy of post on IDNetters)
I'm looking for a more cost effective connection than Zen for our 5-6GB a month usage and IDNet tick most of the boxes.
However, I have two areas of concern. Firstly I would much prefer to pay by DD, which isn't available at the moment, but hopefully is in the pipeline in the near future. I really don't like providing CPA on a credit or debit card, but don't see this as being a show stopper if DD is likely to be available in the next few months.
My main area of concern is out of hours support. Having had issues with both my previous ISPs prior to Zen, I recognise that there is no substitute to being at your PC when it comes to diagnosing some issues. I understand that support is open 9:00-5:30 and that there is emergency support only available outside these hours.
I have no issue ringing from work if I have issues, but if further diagnostic work is required and I need to be in front of the PC to do this, what are the chances of being able to make a special arrangement to this outside the normal core hours?
What are your real world experiences when it comes to resolving technical issues?
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In reply to:
However, I have two areas of concern. Firstly I would much prefer to pay by DD, which isn't available at the moment, but hopefully is in the pipeline in the near future. I really don't like providing CPA on a credit or debit card, but don't see this as being a show stopper if DD is likely to be available in the next few months.
In the interim, you can use a standing order much better than a CCA, as you're still in charge.
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I'm looking to go on the 2GB package and pay the extra each month. I'm not sure SOs will give the required flexibility.
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Give them a ring on the subject, I was satisfied with their solution to this.
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Check with CS- they were hoping to get DD activated before the end of the year (they don't like CC charges any more than you would  ), they may be able to give you a better idea of when.
As for out of hours support- I've had problems a couple of times on a Saturday and left a message on the ansaphone or sent an email- on both occasions Simon phoned me back within 30 minutes. Other people have had not dissimilar results by raising queries on this forum. So I'd say that in practice the support is good, but there's no formal promise.
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Bill
Some days you're the pigeon, some days you're the statue. Live with it.
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Bill, is there a backup dial-up service, eg an 0845 number, as Nildram have - or is the service so reliable it would be redundant (he said, hopefully...)?
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Yes, there is a backup 0845 dial-up number, and I'd tell you what it is if I could find where I'd written the [censored] thing down... 
Shows how often I've needed it
~~~~~~~~~~~~
Bill
Some days you're the pigeon, some days you're the statue. Live with it.
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Thanks, Bill. Hadn't noticed it on the web site, but didn't know whether it was there to be looked for, if you know what I mean...
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I don't think it's on the web site, hopefully someone will remind me what it is tomorrow (today!).
IIRC, the longest outage I've ever had was about 45 minutes once, and we never did find the cause. Simon couldn't find anything wrong at IDNet's end, BT were saying nowt as usual and nobody else had a problem... [shrug]
I tend to assume a cleaner unplugged a DSLAM at the exchange to run the Hoover 
~~~~~~~~~~~~
Bill
Some days you're the pigeon, some days you're the statue. Live with it.
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In reply to:
I tend to assume a cleaner unplugged a DSLAM at the exchange to run the Hoover
You think they give them Hoovers???? Must be Dysons, surely?
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