Thinking of Joining

jaydub · Jul 21, 2008, 21:22:48

I'm having one of my habitual look arounds at ISPs and am considering a move to IDNet.

Even though I use a 3rd party mail provider, I would feel more comfortable if there weren't fairly regular problems with the email service. However, the current offer of a trial month may be enough to overcome my reservations.

The things that stopped me joining IDNet last time were the lack of direct debit (now resolved) and the shorter Help Desk hours. I understand that support is provided out of hours for significant problems like loss of ADSL connection. Is this correct?

I'm currently with NewNet and was with Zen beforehand, so particularly interested in the views of any ex-customers of these ISPs. I'm really after an objective appraisal of what IDNet does better and aren't as good at compared to Zen and NewNet.

Thanks for your help.

I'm

Inactive · Jul 21, 2008, 22:15:08

No experience of Newnet or Zen, so sorry can't help.

Not sure the email problems are " regular "..I rarely use it anyway, so no problem for me.

We do have a really good forum, but you know that anyway..

Ted · Jul 21, 2008, 22:32:43

Take the free month. You have nothing to lose, you may gain a lot!
Don't let the email put you off, its being resolved and is almost fully functional now

but it sounds like you won't use it much anyway.

I don't use IDNet mail much now but i wouldn't move because if it, the rest of it is just too good, never had a problem with it. At least nothing of any real concern.
Only rang CS once and that was just a query about billing (not a problem). Been here for about 9 months, hope to be here for a lot longer

I came from F2S\Pipex\Tiscali so can't say anything about Newnet or Zen.

Simon · Jul 21, 2008, 22:34:00

Hi Jaydub,

The email problems are being dealt with, albeit, maybe not as quickly as we (and indeed, IDNet) would like. The email is functioning, but with occasional time outs, and some people have reported delays, which I have not seen myself. However, I can say that the internet connection itself has been rock solid for me since I joined, almost a year ago, and if email isn't a priority in the short term, I wouldn't let it dissuade you unduly.

Can I ask, do you have any specific comparisons with the other two ISPs you mentioned, that you would like us to comment on? Personally, I haven't used either, but I know of at least one member who has used Zen, and only came here for the increased download allowance.

Sebby · Jul 21, 2008, 22:34:30

The mail problems are hopefully on their way out following the introduction of new servers to cope with demand.

Direct Debit is indeed now an option.

I agree with Ted - take the free month; you have nothing to lose.

Lance · Jul 21, 2008, 22:41:13

The out of ours support does tend to be if there is a major failure, ie a server gone down. However, its not unknown for normal day to day queries to be picked up out of hours.

One of the reasons there isn't a great deal of out of hours support is because the departments in BT who support the adsl don't work out of hours!

kinmel · Jul 21, 2008, 22:55:06

Hi and welcome

I was with Zen a few years ago and IDNet match them in every way, uncontended bandwidth within the ISP, no throttling or FUP: you have download allowance, use it as you will ( there is no upload limit)

I have been with IDNet for more than 2 years and the only real problem has been the email servers, I think that is now understood and being dealt with.

IDNet's BIG advantage is CS, freephone helpline that is answered within a few rings by people who can discus your call at your level of expertise.

CS hours are office hours, but emails and phone calls are replied to out of hours, by people happy to give their own time to help you.

Do not underestimate either the huge support given to IDNet by those running this forum, Zen eat your heart out

IDNet IS a different ISP and their 1 month contract shows that they are prepared to put their money where their mouth is.

Be warned though, once you join IDNet everywhere else looks very scary.

jaydub · Jul 21, 2008, 23:54:14

Quote from: Simon on Jul 21, 2008, 22:34:00Can I ask, do you have any specific comparisons with the other two ISPs you mentioned, that you would like us to comment on? Personally, I haven't used either, but I know of at least one member who has used Zen, and only came here for the increased download allowance.

Didn't want to limit the responses by being too specific. My major areas of interest are performance, quality of support and what functionality is available from within the customer portal.

The reason I left Zen for NewNet was that NewNet's 12GB package for £17.99 was much more cost effective than Zen's 20GB for £24.99. The reason I'm possibly going to leave is a few niggles:

Interleaving switched on by BT [in my view unnecessarily] but NewNet charge for having it turned off;
My teenage kids exposing the frailties of the NewNet bandwidth warning email system [hopefully now fixed];
Recognising that 12GB per month is no longer sufficient bandwidth and NewNet charge for moving packages.

In reality, they've proved to be a very good ISP, but I'm starting to wonder whether the extra flexibility of an ISP like IDNet is worth paying a little bit extra for.

Ted · Jul 22, 2008, 00:27:21

Quote from: jaydub on Jul 21, 2008, 23:54:14
Didn't want to limit the responses by being too specific. My major areas of interest are performance, quality of support and what functionality is available from within the customer portal.

The reason I left Zen for NewNet was that NewNet's 12GB package for £17.99 was much more cost effective than Zen's 20GB for £24.99. The reason I'm possibly going to leave is a few niggles:

Interleaving switched on by BT [in my view unnecessarily] but NewNet charge for having it turned off;
My teenage kids exposing the frailties of the NewNet bandwidth warning email system [hopefully now fixed];
Recognising that 12GB per month is no longer sufficient bandwidth and NewNet charge for moving packages.

In reality, they've proved to be a very good ISP, but I'm starting to wonder whether the extra flexibility of an ISP like IDNet is worth paying a little bit extra for.

For £24.99 inc vat you get 30gb from IDNet, which is the package i have.
I have interleaving turned on (by default) but sync at 7616 (constantly). Note: i have improved my internal wiring with an ADSL Nation filtered faceplate and a screened RJ11 cable to the router(2wire 2700hgv)!
I have 2x teenage kids and i never go over my quota, although with Iplayer i have to resort to the cattle prod

and the handcuffs.

I'm fairly sure that IDNet don't charge for moving packages but don't quote me on that.

TheMonkey · Jul 22, 2008, 07:11:51

yep, changing up a package is no problem for them. as i've done it myself. think i heard somehwere that there may be a charge if you drop down a package.

I could be wrong though.

Simon · Jul 22, 2008, 07:57:25

There's definitely a charge if you drop down from the SuperMax package, but I think it's 'discretionary' when moving between other packages, so you would have to contact IDNet for clarification.

Rik · Jul 22, 2008, 09:02:51

Welcome to the forum, Jaydub.

Basically what the others have said. I've been with IDNet for 21 months now, and the service has been exceptional, with the exception of the mail problems, of course. However, even they need to be seen in perspective. The same server has crashed twice in 18 months, so there appears to have been an inherent fault which Dell failed to find. As a result of the latest problem, IDNet have apologised and have spread the mail functions across multiple physical servers. Unfortunately, due to the growth off the company in the past 9 months, the standby server which took over last October, cannot cope adequately, even with the reduced functions. This is being addressed as a matter of urgency.

net91 · Jul 22, 2008, 11:01:19

I've been with IDNet since last April and they have been a breath of fresh air compared to my two previous ISPs. My connection is very reliable, it's has only gone down once in four months and that was only for about two mins. The support from IDNet is also far better than any other ISP I've been with, I think the hours are less because the phones or emails are answered by people who actually have expertise rather than a group of people in a huge call centre. I don't use IDNet's email service (simply because I didn't want to go through the hassle of changing my email address), I also use a third party mail service, but from what I've seen on this forum the support for the mail problem is excellent and it's being dealt as quick as possible (I'm sure if it was one of my previous ISPs everyone would probably be getting fobbed off about it).

Anyway I reccomend you take the free trial month so you can see for yourself.

And welcome to the forum.

cavillas · Jul 22, 2008, 13:02:17

What the others have said seems to cover just about everything. It is a personal service and you only have to talk to a few people at Idnet, who all know everything about everything. I have been with them well over 2 years and have never had any problems at all other than the email blip. They do send an email warning when you are approaching your d/l limit (no upload limits at all) and if you go over the limit it is £1.00 per Gb with no speed or other restrictions...EVER.
Try the 1 month and I'm sure you will be pleasantly surprised, also you can get interleaving turned off for no extra charge.

BrianM · Jul 22, 2008, 19:28:08

Hi! and welcome jaydub. I've been here for 16 months and i can only echo what Alf (cavillas) and others above have posted. Not had any prob's, only had to ring CS once just to clarify my change to direct debit. Give IDnet a go, you've nothing to loose, recommended.

jaydub · Jul 22, 2008, 20:13:44

Thanks for all your inputs. Certainly tempted.

I'd appreciate it if somebody could give an overview of what you can do via the customer portal or provide me a link to any relevant material.

Thanks again.

Simon · Jul 22, 2008, 20:30:44

Does this help, Jaydub? Obviously, I have removed any personal data.

[attachment deleted by admin]

LesD · Jul 22, 2008, 20:38:15

I don't have any experience of Zen or Newnet but just to get the mail issue into perspective I came to IDNet from Tiscali where slow mail, no mail, no connection to the internet were regular enough issues that after a while you came to accept these events as par for the course!

I still have the Tiscali POP server and Virgin.net POP server set up in my Outlook Express and on Sunday just gone I could not get access to Virgin.net for most of the day and thought it will come good later and sure enough it did. A look on the virgin website did show an amber state for email with a little explanation, which is what IDNet need to get better at because it does help. In contrast the other evening when Authorising on IDNet's POP server was taking over a minute I was straight on this forum posting about it and getting immediate pertinent replies I hasten to add.

Part of the problem is when something is really good, which I believe IDNet is and you get used to it, then the slightest glitch can soon appear worse than it is and get magnified out of proportion. OK when the server (Trevor) handling the email went down it did take longer to get mail working again than it should have but this is water under the bridge now and lesson have been well and truly learnt.

I started with IDNet with a free month back in February and have not looked back so I can recommend this course of action with no hesitation.

jaydub · Jul 23, 2008, 12:59:29

Quote from: Simon on Jul 22, 2008, 20:30:44
Does this help, Jaydub? Obviously, I have removed any personal data.

Simon,

Thanks. It gives me a good idea of how comprehensive IDNet's portal is. At a first view, it is at least as functional as NewNet's and more comprehensive than Zen's was 18 months ago.

Simon · Jul 23, 2008, 13:04:35

No problem.

dlorde · Jul 23, 2008, 13:28:33

I've been with IDNet since March, and am now actually paying less for a much faster service (than with Pipex). I've talked to support a few times and a knowledgeable technician has always answered within a few rings. I rang once at about 11:00 pm when a large chunk of BT's network went down, and (to my surprise) immediately got an answer, an explanation, and details of the back-up dial-up service.

There may be cheaper ISPs, or better ISPs for particular requirements, but I'm very pleased with the service and recommend you give them a try.

Ted · Jul 23, 2008, 18:53:00

Go on Jaydub, do it. You know you want to.

Inactive · Jul 23, 2008, 23:09:32

At the end of the day, it's your call jaydub, only you will know if IDNet is right for you.

JB · Jul 24, 2008, 08:57:14

Hi Jaydub,

I used to be with your present ISP, up 'til about six months ago.

I won't go into the various reasons for leaving but suffice to say that I haven't looked back since joining IDNet.

JB.

Gary · Jul 24, 2008, 09:03:39

I only left IDNet to go with a LLU service that improved my line speeds and connectivity, nothing to do with IDNet as it was down to BT alas, you really can't go wrong, they have a personal touch and a great service, and the recent email hiccups were sorted very fast, they are a great ISP