Broadband We'll fix your line
Like most broadband lines we make use of links from BT to connect your broadband line to our network. This is a sensible way of providing a broadband service to the whole country, but does mean we have to deal with BT - particularly if and when things break.
We pride ourselves in having a very capable team of people that deal with faults. We have a close working relationship with BT, and our team are well known within all parts of BT for not tolerating being fobbed off.
We have detailed monitoring of lines that allow us to quickly identify faults and take action to resolve them (whether BT, or changes at your end).
In fact, we are so confident we know what we are doing, we'll even take on problems other ISPs leave behind, and that is why we make this offer.
Give us a month and we'll sort your problem line or your money back.
If you are migrating your service to us, even though you know you have a problem with your line, we'll take on the fault. We'll tackle the problem and get it fixed within one month. If we don't then you can migrate away and owe us nothing for your migration to us and your service charges for that month.
We'll even give you visibility of the dialogue we have with BT on the fault tickets we raise (via our control pages) so you can see what is going on.
Examples?
Before
After
The graphs show the performance of the line based on an LCP echo (a sort of ping) every second. This purple and red coming down from the top are off-line or packet loss. Before this line had a low sync and lots of loss of sync and packet loss. After a line card was reset in the exchange by BT, the line syncs at a much higher speed and shows no problems.
Not all problems are this simple, but we know that even getting the problem acknowledged by BT can be an uphill struggle for many ISPs. Working closely with BT faults we are able to get past the initial testing and have the problem fixed properly.
Try before you buy?
If you talk to our support staff they can usually set up one of our monitoring graphs using a ping. This does not give as much detail as our normal monitoring but may help you see the nature of the problem you have.
Does it work?
We have had a lot of people take up this offer, and some of them have been very tricky faults. In a few cases, where BT have had to literally dig up the road, it has take more than a month. We have not had one person who is unhappy with our fault fixing abilities and ask for a refund yet.
Is there a catch?
Well, there are a few terms, but we hope you'll agree they are reasonable...
- Your existing provider may have a minimum term or other conditions that mean migrating to us has some cost to you. This is a matter between you and the existing provider and not covered by this offer. Obviously if they have been unable to rectify a fault in your service you may be able to convince them to waive such charges.
- You have to let us know of the fault at the start within one week of the migration to us by reporting a fault to us.
- It does have to be a real fault - just hoping you had slightly more speed on what is essentially an adaptive service is not a fault, sorry. Some faults, such as those caused by interference, can be solved by higher SNR margins making a line stable but slower.
- You have to migrate to us on a BT back-haul service from another BT back-haul service not LLU. LLU (Local Loop Unbundling) services don't use BT broadband equipment anyway so will not have the same fault to tackle, they also cost more to migrate to us.
- To take advantage of this offer you have to migrate away from us. You have to request the migration code within one month of starting service. The migration can complete after one month, but the refund of fees is only up to the one month of service. If you cease the service or cease the phone line (which causes the service to cease) then the offer does not apply - this is mainly because we have to pay for that cease.
- You are billed, and pay for service, normally. If you do take up this offer and migrate within a month, then we will credit (and, if already paid, we will refund) the charges for migrating to us, and the initial bills for the service.
- The refund/credit does not cover service after one month; any equipment purchases; extra usage top-up or charges; call charges; extra domain charges; or anything but the broadband line and the pre-paid usage tariff you have picked for up to one month. Any equipment loaned to you has to be returned or paid for.
- After the initial month, if you have not migrated, then the service continues as normal with the normal terms and 30 day notice of termination.
- And finally, you do have to actually request the credit as it is not automatic. It should be rare, if ever, that we pay out on this as we have a very good team. Do so within one month of migrating away. We'll arrange the credit within a week of your requesting it and send any refund that is due. Refunds only made by BACS transfer.
We can withdraw this offer at any time.
