IDNET Support Hours

pintosal · Mar 17, 2008, 19:30:58

I am thinking of joining IDNET, but I am wondering about the Support Hours.

I see from the FAQ that these are:
8am – 6.30pm Monday to Thursday
8am – 6pm Friday
Support via email is available 24/7

What happens after 6.30 weekdays? Is the 24/7 email effective? What happens overnight or the weekend if the IDNET mail system goes AWOL?

How are existing customers finding this?

Rik · Mar 17, 2008, 19:34:38

Hi Pintosal and welcome to the forum.

Many of the issues that arise are things that we can help with, but if you do need support, there is an out of hours number, as well as the email. Emergencies will receive a prompt response, but things like stuck profiles will not be dealt with as it requires BT to be available.

Perhaps the best example I can give you is that the forum's server decided to sulk the Sunday before last, at lunch time. I phoned support, within 10 minutes the server had been re-booted and was back in operation.

Another thing to consider. Most of us never have to phone support, the service is that reliable.

Lance · Mar 17, 2008, 19:36:20

Welcome to the forum!

It may also be worth mentioning that IDNet can arrange for an out-of-hours support call by prior arangement, should the usual support hours be unsuitable.

Simon · Mar 17, 2008, 19:47:22

Hi Pintosal, and

Philip · Mar 17, 2008, 19:50:21

what Rik said

Pintosal

cavillas · Mar 17, 2008, 20:11:46

And again. Everyone on IDNET seems happy and content with the level of support, when it is required (or should that be if)

Malc · Mar 17, 2008, 20:14:25

Quote from: Rik on Mar 17, 2008, 19:34:38

Another thing to consider. Most of us never have to phone support, the service is that reliable.

True, the only time I've called them in 6 months is problems caused by pipex and BT when transfering, and IDNet sorted it out.

RA-1972 · Mar 17, 2008, 20:21:10

support who are they

?

Sebby · Mar 17, 2008, 20:22:00

The service is so good and reliable that it's quite unlikely that you'll ever need to contact support. If you do, emails tend to get read all the time, even on Sundays! You might not get the 24/7 telephone support that you get with some of the big ISPs (and that's probably a good thing!). This is a small, friendly ISP, where you get support from the MDs on occasions, and there are no scripts!

Something else to mention is that there's nearly always someone here on IDNetters that can provide support. We might not be the official line of support, but we can solve most problems.

Den · Mar 17, 2008, 21:42:05

Have we got someone to ring if we have a problem

I did not know that, I thought they were just friends on the other end of the line. The only support we ever need here is my belt.

Out of hours, by that we mean Rik is here through the night and if he can't help you can always pray.

Nigel · Mar 17, 2008, 22:01:17

You proably will never have to contact Support. As IDNet is the best ISP in UK, it's not an issue

Sebby · Mar 17, 2008, 22:04:22

Well said, Nigel.

Simon · Mar 17, 2008, 22:09:58

Quote from: Nigel on Mar 17, 2008, 22:01:17
As IDNet is the best ISP in UK...

Ssh, Nigel, they'll all want to join!

Colin Burns · Mar 18, 2008, 03:09:41

burger the secrects out

talos2 · Mar 18, 2008, 08:05:11

Quote from: pintosal on Mar 17, 2008, 19:30:58
I am thinking of joining IDNET, but I am wondering about the Support Hours.

I see from the FAQ that these are:
8am – 6.30pm Monday to Thursday
8am – 6pm Friday
Support via email is available 24/7

What happens after 6.30 weekdays? Is the 24/7 email effective? What happens overnight or the weekend if the IDNET mail system goes AWOL?

How are existing customers finding this?

You sound like someone who's had ISP problems in the past, stop worrying, just join and relax, ( but please dont tell anybody)

cavillas · Mar 18, 2008, 09:20:00

Quote from: Den on Mar 17, 2008, 21:42:05
The only support we ever need here is my belt.

Wot! No braces. Don't you come from the North then?

Dangerjunkie · Mar 18, 2008, 23:57:58

Hi,

I'm not connected yet (still waiting on BT) but I called support in the middle of Friday afternoon to ask about my choice of modem. The call was answered on the second ring by a real engineer not some dozy meet-and-greet call-centre muppet (who's been told to keep the customers from bothering the engineers - I know it happens, I used to work for a company.)

With how reliable IDNet seems to be I have a funny feeling that IDNet support is a very quiet place to work.

Less than 10 days to go til I get IDNet happiness

Cheers,
Paul.

Simon · Mar 19, 2008, 00:00:31

They don't just support us, Paul, but yes, I don't suspect they get many complaints.

Looking forward to you joining us fully!

Colin Burns · Mar 19, 2008, 00:49:20

the only complaint i have is that i don't get to get very urked when i need to call to get a problem resolved. no more slamming the phone down. life is goood..... and i spend a whole cr*p load of time on my computers managing servers.

g7pkf · Mar 20, 2008, 14:34:33

Quote from: Colin Burns on Mar 19, 2008, 00:49:20
the only complaint i have is that i don't get to get very urked when i need to call to get a problem resolved. no more slamming the phone down. life is goood..... and i spend a whole **** load of time on my computers managing servers.

seconded, only had to call them twice both times 2nd /3rd ring answered...had a nice chat with a guy while the enginner finished making his cofee and sat back down at his desk..

best support team ive ever encountered and i deal with about 10-60 different support(debatable description in 75% of cases) teams a month.