Thanks for that - newnet seem to have some good aspects. any others (excluding premium / surcharged ) services?

Why not go and ask them if you're interested? Or better still, perhaps their customers or forum regulars could ask them? I'm happy to discuss PlusNet with you if you wish.

Simon

I've not fully read the full T&C but the ones for Newnets SLG seem to exclude any BT issues as they cover only hardware operated by the company.

you could of course discuss PN with me Simon, but your qualification to do so is getting a little dated... More homework required methinks... whats Zens position on this issue?

They do exclude BT faults, but if you read the post I replied to and my reply, I did already state that as such.

In reply to:

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I do not know of any, but some good ISP's do offer SLA's on residential ADSL rather than a refund upon request as a 'goodwill gesture' for outages which are the fault of the ISP:

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>http://www.newnet.co.uk/terms/#slg

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Taken from the page you link to:

This warranty excludes:
failures of network/equipment/circuits not operated by the Company;
failures of circuits external to the Company's premises.

So that won't cover them in the case of a BT fault then, or an exchange issue, or any one of a multitude of things? Basically that reads as they will refund (5%) for any loss of connectivity for more than 1 percent of the month if it is caused by them, unless you pay for platinum cover.

We are looking at offering things like enhanced care for business users which will speed up the resolution of faults, and could look at this for home users if the demand supports it.

Edit: Sorry, typed this before Vince et al replied. Points still valid though.

Edited by deleted (Fri 04-May-07 12:52:44)

you could of course discuss PN with me Simon, but your qualification to do so is getting a little dated... More homework required methinks...
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Sorry about that Paddy. Could you just remind me what qualifications this forum requires?
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whats Zens position on this issue?
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Their policy is also wrong - as I have pointed out - but in their case it's an academic discussion since I'm not aware of anyone wanting to claim any such refund. Having been with Zen for over a year, I haven't seen any evidence of prolonged faults, unacceptable traffic management, loss of email or platform malfunction.

Simon

>Sorry about that Paddy. Could you just remind me what qualifications this forum requires?

Maybe some thinks it's membership to PUG?

Hi there,

I've spent a lot of time with the retentions team recently and can assure you the decision to make a retention offer is certainly not on bandwidth consumption, unless you were using hundreds of GB's per month, in that case you would not be profitable paying for a service, so we probably wouldn't be too enthusiastic giving it to you for free!

The current process has only been in place for a couple of months, so if it was before then the decision may have been made on different criteria.

In reply to:

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Basically that reads as they will refund (5%) for any loss of connectivity for more than 1 percent of the month if it is caused by them...

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That reads like 5% is the maximum for outages over 1%, that is not the case. The longer the outage, the hgher the refund, up to a maximum 35% below 75% connectivity.

This is a contractual obligation, nevermind what a judge would consider reasonable expectation of service provision for any outage over 25% if compensation was persued in court.

Either way, it is a huge improvement on Plusnet's SLA which is non-existent, after all why would a customer quibble over a few pounds anyway?

<OT'ish:I recently contacted Trading Standards over an issue involving an overcharge of

Edited by deleted (Fri 04-May-07 14:00:24)