Cut Your Broadband Bill By 50%

Szu Ping Chan
by Lovemoney Staff Szu Ping Chan on 06 February 2009  |  Comments 74 comments

Stuck with the same broadband provider for years? With so many juicy deals about, we show you how a few clicks could cut your broadband bill in half.

It's been busy in the broadband market recently. Sales, special offers and the usual January seductions mean British consumers are spoilt for choice when it comes to getting connected.

But with so many offers about, how can you tell if a deal really is a good deal? After all, providers will always try to hook you in with juicy introductory offers, but how do they compare once these deals have expired?

Here are the cheapest packages available for those already with a BT line:

SupplierSpeedMonthly ChargeDownload LimitFirst Year Cost
BT Option 18Mb£7.78 for first 3 months, £15.65 thereafter10GB£164.19
O2 Broadband8Mb£7.34 per month for O2 customers. £12.23 for non customers.Unlimited£88.08/£146.76
PlusNet Option 1 Broadband8Mb£9.75 per month2GB£117
Eclipse Internet Home Lite24Mb£7.78 per month for first three months, £10.72 thereafter.2GB£119.82 (Free setup if switching from another provider, otherwise £29.36)
AOL Wireless8Mb£4.99 for first three months, £14.99 thereafter10GB£149.88

*Prices quoted exclude BT line rental (£10.23 including paperless billing)

As you can see, there are lots of great savings to be made if you're willing to take the plunge.

For example, O2's broadband service, which has been highly praised both in the press and online, is available from just £7.34 per month if you're an existing O2 customer. That's nearly half the cost of BT over a year.

Pay as you go customers also qualify for the discount, as long as they top-up their account by at least £10 every three months.

If you don't fancy switching to O2, and aren't a heavy downloader, service favourite Plusnet comes runner-up in terms of value, with its 8Mb service available for a flat rate of £9.75 per month.

Alternatively, if you're looking for superfast broadband at an affordable price, Eclipse Internet offers a 24Meg service which it says you can tailor to get the best online experience for just £7.78 for the first three months, and £10.72 thereafter.

I haven't tested this service myself, but as with all big decisions, I have looked through some online reviews. Unfortunately, Eclipse fails to shine.

That's important - a few dramas with my internet connection in the past has taught me that customer service is crucial when it comes to broadband.

Often, it's not until something goes wrong that the true mettle of a company is revealed, and it's for this reason I always read reviews before signing on any dotted lines.

Loyalty pays

In addition to these deals, it's also worth looking at the add-ons you can get with your existing providers. For example, Sky customers can get free 2Mb broadband with any of its Sky packages.

Orange offer a similar deal to its existing customers, and as long as you live in an Orange broadband area (about 65% of the UK population) and have an Orange contract (12 month minimum), you can benefit from free broadband with a 10GB usage limit.

The BT dilemma

In my opinion, BT is rather like Marmite. You either love it, or loathe it. But whatever your opinions of BT, the company is making many changes to its billing structure.

On the one hand, it has scrapped charges to both 0870 and 0845 numbers for customers signed up to one of its call packages, and has today announced that freephone 0800 and 0500 numbers would follow suit for its mobile customers from May.

However, Britain's largest home phone supplier also announced last month that it was raising its line rental by £1 a month to £12.50 for standard customers (£11.25 with paperless billing) from April.

Staunch BT supporters are always quick to remind us that they don't mind paying a bit more for a reliable connection. But for those willing to look elsewhere, how does BT compare to its rivals?

Here's how the top five line-rental inclusive providers compare to the traditional BT route:

SupplierSpeedMonthly ChargeDownload LimitFirst Year Cost
BT Broadband and phone Option 18Mb£18.05 for first three months, £25.92 thereafter10GB£287.43
Orange Home Max8Mb£14.68 (with Orange monthly plan)Unlimited£176.16
Tiscali Broadband and Talk Option 18Mb£14.99Unlimited£209.88 (Includes £30 set up fee
myTalkTalk Phone and Broadband8Mb£16.99 a month40GB£233.87 (Includes £29.99 set up fee)
Virgin Broadband and Phone M Package2Mb£16 for first three months, £21 thereafterUnlimited£237
AOL Broadband Platinum 18Mb£20.4910GB£245.88

BT prices don't include line rental increases.

As you can see, there are some real savings to be had if you're willing to ditch your BT line, with the Orange Home Max package emerging as the surprise winner. At £14.68 a month including line rental, you'd save £111.27 over the first year compared to BT.

Unfortunately, this deal is only available to Orange customers with at least a 12 month contract, and those not on the Orange network will have to fork out £24.47 a month (£293.64 over 12 months) for the same deal.

Virgin Media is another popular alternative to BT, and well worth considering if you're one of half the population that lives in a cable area.

Unlike traditional copper wires, cable broadband is less affected by how far you live from the telephone exchange, enabling you to surf at speeds closer to what you pay for.

Virgin has launched a sale until the end of the month, which mainly pushes its 10Mb service. However, its cheaper 2Mb service is still available - though you'll have to ring up and ask for it.

Finally, for die-hard BT fans, until 13th February, new customers ordering broadband will get £20 discount of their next bill if you sign up to one of its online packages.

Switching broadband providers may sound like a hard task, but by the time you've calculated the potential savings, it will probably be well worth your while.

Remember to shop around, and don't be afraid to haggle for free extras such as a wireless router if not already included. Companies realise how competitive the broadband market is, and will often go that extra step to secure your custom.

Other than that, the broadband world really is your oyster!

More: Beat These Five Broadband Blues / 50Mb Broadband Is Here

Search for a better broadband package now!

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Comments (74)

  • Chorlton1
    Love rating 61
    Chorlton1 said

    Tiscali can also be sweet talked if you tell them you are leaving I got my parents 8mb unlimited broadband down to £9.99 a month and they chucked in a new wireless 4 port router. I have stuck with Plusnet myself (they are owned by BT) touch wood I have never had a reason to call them and the service has rarely had any problems. The Plusnet call centre is also based in Sheffield, dealing with Tiscali in Bombay or wherever it is is always difficult and I have usually had to sort the problem out on my own.

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  • Enzyme100
    Love rating 0
    Enzyme100 said

    Many of these deals are not available to all of the UK e.g need to have cable like SKY. So if you are not in the SKY area (only referring to broadband not the TV) the basic cost is £17 per month + £25 set-up.

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  • DrFfybes
    Love rating 0
    DrFfybes said

    You also need to be careful about what is included and what charges apply other times. BT now charge an 8p connection fee for chargable calls

    A lot of non-BT line rentals (like Sky and Tiscali) also block you from using prefix driven call providers such as 18866 so you have to go a more convoluted route.

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  • LastChip
    Love rating 92
    LastChip said

    Having recently changed to o2, I can thoroughly recommend them. An absolutely trouble free changeover and excellent customer service.

    I'm getting a broadband connection 2.6 times faster at less than half the cost and the real clincher for me, was unlimited downloads.

    I truly believe, o2 is the leading ISP at present and the one others must aspire to compete with.

    Previously with Pipex, (which when it was Pipex was excellent), now under the Tiscali banner, a disaster. I'm still trying to get an email response after almost a month on billing issues!

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  • XMFClick
    Love rating 0
    XMFClick said

    Virgin can be negotiated with pretty successfully, if you're already a customer. Phone 150, ask to be put through to "Customer Retention" (slight give-away in the name, there) and tell them you're thinking of leaving them. By agreeing to sign up to an unlimited-calls package (which was actually a benefit) for an extra £10 per month I got a £20 per month "loyalty discount" on my phone-plus-internet package. Try it; you have nothing to lose.

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  • brokeben
    Love rating 0
    brokeben said

    XMFClick is completely correct I get the whole VIP package from virgin and every year I just see what Sky are offering go back to virgin and they reduce my bill to beat the competition, well worth a bit of research and being polite on the phone to someone in Bangalore

    Report on 08 February 2009  |  Love thisLove  0 loves
  • bobfruit
    Love rating 0
    bobfruit said

    The biggest problem with switching broadband suppliers is the delay in-between. Can anyone confirm how much downtime is likely nowadays when changing providers? Being without broadband for a few days isn't life-threatening, but it is a major inconvenience.

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  • LastChip
    Love rating 92
    LastChip said

    bobfruit, unless there's some kind of complication, about two hours at most according to o2.

    I can't tell you precisely as I was doing some work away from home the day my changeover happened, but I went to work in the morning and by the time I came home, it had happened.

    All I had to do, was feed in the new details (previously provided by o2) into my router and I was up and running. I could have also used the o2 supplied router and it probably would have been marginally quicker, but I have good reasons to keep my own, as I have quite a complex home network.

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  • medicineworker
    Love rating 0
    medicineworker said

    The one thing I can't stand about residential broadband providers (especially the door-to-door TalkTalk ones) is that they don't understand what I need *technically* from my broadband (I'm a software developer and need a fixed IP address - like a fixed phone number, but for PCs to connect to each other).

    Having scoured for decently-priced fixed-IP broadband, I can easily say that Tiscali beats all others hands down with a £14.50 + VAT/month SOHO (small-office/home-office) business package, only 3 months' tie-in if you have your own hardware and support is open until 8pm Mon-Fri.

    Every man and his dog is selling broadband these days... but very few seem to be selling good-quality high-featured broadband at a decent price!

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  • ncullum
    Love rating 1
    ncullum said

    I am with BT. I tried for Virgin and came up against the fact that they are still the worst company in UK. They left me unconnected for 6 weeks (!) before they admitted I had been told a pack of lies and that they were not prepared to do anything about that...

    Mostly (BT are in fact way too expensive) you get what you pay for.

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  • lewieboy
    Love rating 0
    lewieboy said

    As far as I can tell just about all of these deals are for a minimum contract length of at least 12 months, which is not exactly money-saving if you experience poor service and wish to migrate! I am currently with Utility Warehouse for broadband (up to 24mb)/phone line rental and this comes in at £19.99 per month! No min contract length, either. Of course, I also get my gas and electric from them so qualify for free 24/7 01/02 landline calls (plus free calls to my brother in Hong Kong!). As the broadband market is getting more and more competitive by the day, avoid lengthy min contract deals would be my advice!

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  • ArtemisFowl
    Love rating 0
    ArtemisFowl said

    I was with PlusNet but as their conditions increased and service quality reduced (and then they were bought by BT) I left for O2. O2 are excellent with my only gripe being that the service drops out a fair bit on Saturday afternoons. I abought a PAYG mobile too to half the BB bill - you have to top up by £5 every 3 months to stay qualified.

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  • pammsy
    Love rating 0
    pammsy said

    I am with Pipex and the connection is reliable However the billing is a disaster area. I have had a dispute with them for over a year and despite promises it remains unresolved and frankly for £20 I have given up. I would change provider but cannot bear the thought of hassle from them if it goes wrong. Frankly I do not trust them to do a good job. The Indian help desk takes ages to answer and then does not deliver.

    Other than O2 can anyone say how long you are off line and if it usually goes smoothly when yoou change provider.

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  • chainbroken55
    Love rating 0
    chainbroken55 said

    I have been with tiscali for a number of years with no problems. Tey upgraded my access to 2mb without problem and I get free calls and line rental for only 14.99 / MONTH .bEAT THAT

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  • biddwiser
    Love rating 0
    biddwiser said

    Hey Lastchip, can you tell me if the actual broadband service quality you are getting from 02 is better than Tiscali, or is it just the price and customer service that you prefer? I ask because I am a Tiscali customer and 90% of the time it's fine, but some days my router just keeps cutting out and so I have to reconnect every five minutes. I REALLY want to resolve this issue without switching my line from BT, and I really rate 02 for their mobile service, so after your comments I am very tempted.

    And pardon my technological ignorance but if it's BT's line anyway, does the internet speed/quality depend on BT ultimately?

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  • 2boyboy2
    Love rating 0
    2boyboy2 said

    I live up a hill, several miles from the nearest town, where the wind and rain wreak havoc on things which involve wires!

    I 'went back to BT' nearly a year ago. TalkTalk had repeatedly let me down over line repairs (they had to refer everything back to BT to get it fixed) and although their call charges were low, I gave up on them. They had also told me that they could supply broadband - but I discovered that was a pack of lies. BT had to install a new cable from my local exchange before anything would work and remove a 'DAX' etc. This took a year, but was worth waiting for. Yes, BT is expensive, but I can't fault them on speedy service.

    They haven't told me about lifting charges from those 0845 + numbers, so I'll ring and check if I qualify on the Option 1 package. Thanks for info.

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  • marshside
    Love rating 0
    marshside said

    As I understand it, the best deals are only available if you're on the right exchange...e.g. we are O2 customers but cannot get this O2 deal because we are out in the country with a small village telephone exchange. Please tell me if I am missing something as I am keen to move away from Orange at £17.99 a month. Also...what about the Post Office deal? About £24 a month for line rental, unlimited broadband and evening and weekend calls? I don't see this mentioned here.

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  • Ketawa
    Love rating 0
    Ketawa said

    I was with Homechoice which Tiscali bought over. Recently i moved from my love-it/hate-it BT account to Tiscali because of the inclusive international calls in their £14.99 rate INCLUSIVE of line rental. A sigh of relief to move away from Skype where quality of calls is often muffled or echoed! So far, the service has been brilliant. TV & Broadband package is also great with free wifi and box similar to sky plus. Easy to reach and enquire about hiccups. connection has been good. An excellent package for those who have to make frequent calls to europe, usa, canada, australia and NZ.

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  • ratheruseless
    Love rating 0
    ratheruseless said

    I don't understand why you didn't just include the annual line rental in the first table, and then include a "total cost" column. Those figures may look attractive and eye catching, but there's another £120 to plonk down. After you tot it all up you'll realise there's little difference between all providers. Cut your bill by 50%? I don't think so.

    Loyalty doesn't pay. But at the end of your contract, if you ring up your provider and threaten to switch, then they'll give you incentives (i.e. lower monthly fee) to stay.

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  • JollyRoger2007
    Love rating 0
    JollyRoger2007 said

    Beware when swapping from BT to another supplier - you will probably find there is some contractual tie that will cost money to break. I have BT Friends & Family Option 2 on a 12 month contract which expires in August. BT want over £80 to break this contract. The contract was 'signed up' on the phone with nothing in writing to indicate there would be a substantial cancellation charge. Fortunately, TalkTalk have agreed to pay a sizeable chunk of the cancellation charge so it is still well worth swapping - at least financially. I will reserve judgement on quality of service until I've used it for a while.

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  • debtwagon
    Love rating 6
    debtwagon said

    Does anyone know how you check your monthly download usage? BT doesn't quote it on the bill and I think I could probably downgrade from Option 3 due to changed circumstances.

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  • jcweare
    Love rating 1
    jcweare said

    Orange HomeMax. I very foolishly changed to them following a Fool article. They are cheap, yes - but customer service is frightful and expensive. If you have a problem nothing happens, no one does anything to help, except telling you they understand your issue. eg. I understood there was to be no connection charge. Every month they tell me it will be deducted from next months account. Dream on. eg. They fail to deliver certain e-mails, but tell you its the sender and not them. Ask the FSCS regarding icesave reclaim e-mails. Initially I thought of waiting 'til the end of contract. Having read a few forums I dread now even trying. jcw.

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  • ashleymarks
    Love rating 0
    ashleymarks said

    dont switch to orange - worst customer care ever. I waited for 3 months onl to NOT get broadband from them!!

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  • derekstanton
    Love rating 0
    derekstanton said

    Sky have notified me that basic broadband charges will be £5/month from 1st March even if you are a Sky TV customer. The only way to escape that is to switch to Sky telphone services.

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  • mpaish
    Love rating 0
    mpaish said

    I have been with Plus Net for years (Free-online)and had no problems but found them increasingly expensive considering their download limitations. I am switching to the Post Office which is much cheaper for unlimited download and good home phone options. I also want to support the Post Office where possible.

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  • matchmade
    Love rating 38
    matchmade said

    I have to defend Virgin - I've been with them at three different addresses over the last three years and I've had no problems with the ongoing service - it's fast, reliable, and works well with an internal network (I share the 16MB broadband with three lodgers via a hard-wired router - I don't trust wireless in the thick walls of Victorian-era houses).

    The customer service has improved vastly compared with the horrendous NTL years. My main problem has been with new installations: watch out if you have a larger house and want the TV, phone and internet in different locations. You need to ask for a two-person crew, otherwise one guy won't finish in a day and you have to re-book the rest of the installation, which can take 2-3 weeks if you're unlucky.

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  • cynicaloptimist
    Love rating 0
    cynicaloptimist said

    I am astonished that Tiscali is still being recommended! It might well be ‘good value’ when it works but it is very unreliable and when something does go wrong the badly run and ineffective customer service dept is useless. So, I shall repeat my earlier posting:

    After switching from BT to Tiscali to ‘save money’ our broadband service stopped working and after daily polite phone calls going over the same ground each time with yet another call centre advisor (they are unable to call you back or keep a record of your problem) we still had no broadband. Meanwhile we were receiving bills for direct dial phone and computer use which was Tiscali’s fault, not ours. So we decided to return to BT and asked Tiscali to remove the MAC code to allow this. After dozens more polite but insistent phone calls and assurances that our case would be escalated to a higher level of priority (implying hundreds of levels!) nothing had been done. To cut a long story short we ended up going to arbitration and Tiscali were ordered to refund all our bills and give us extra in compensation for wasted time and stress. Even then, they only did so after further threats of legal action. We are back with BT with no problems and decent customer service. My advice? AVOID TISCALI LIKE THE PLAGUE!

    I doubt that Tiscali is the only poor service provider and suspect that to some extent you get what you pay for.

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  • gritlessinglos
    Love rating 0
    gritlessinglos said

    "Buyer beware"

    Before you decide on Eclipse - check their rating at

    http://www.dslzoneuk.net/isp_ratings.php

    They are many reasons for them to be marked red and ranked 24th out of 28th - I wish I had never heard of them and judging my their rating, hundreds of others are of the same opinion as me.

    Same old bottom line, cheapest is not always best value !

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  • Bubble111
    Love rating 0
    Bubble111 said

    This biggest problem I have in moving from BT is my email addresses are used for every purchase I make, bank accounts etc. How do I change from BT but keep the addresses, is there a way?

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  • msinclair9981
    Love rating 0
    msinclair9981 said

    Virgin seems very hit and miss.

    When it all works, it works very well and the prices seem reasonable. I have been with them for 2.5 years and renegotiated every 12 months for retention discounts. Granted I end up with more TV channels and landline minutes than I will ever need but I still pay under the standard pricing.

    My only quibble is that when it goes wrong, it goes horribly wrong. In last 3 months I have had both the Virgin + box, the internet and my landline go down seperately. You then need to book a repair man who is avail week days in 4 hour windows or a weekend weeks down the line.

    BUT to those who are heavy internet users, Virgin Unlimited downloads IS unlimited (not capped/fair usage blah blah...)

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  • gritlessinglos
    Love rating 0
    gritlessinglos said

    "This biggest problem I have in moving from BT is my email addresses are used for every purchase I make, bank accounts etc. How do I change from BT but keep the addresses, is there a way?"

    If "bt" is after the @ in your email address, which I suspect that it is... BT own that bit of the address. When you move away, you will not have access to that address.

    Your best bet is to signup for an email address that you can take with you i.e. a free yahoo one. Then start moving over to that address. Once done, move away from BT. It will take you a while, but in the end you can move where and when you like.

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  • Hitman101
    Love rating 1
    Hitman101 said

    I think it is time that the Government steps in. A New Non-Profit Company should be formed to take over the countries inphrastructure, and all existing companies, including BT, Virgin, Vodaphone, O2, Three, T-Mobile should become Service Providers.

    The Fact is that having diverse independant inphrastructures raises costs for everyone, by merging the inphrastructure into one company acting as a maintainer and developer, it will be possible to improve services. Needless to say this would take time however by evolving the discrete networks together, it should be possible to put together a plan for a new 22nd century network - not much point in aiming for 21st century now!

    Such a company will lease provide a standard charge to "Service Providers" for access to parts of the network and usage which can then be sold on to the customer base. Such charges would be adequate to cover the cost of operationm, maintainance and development but not overtly expensive.

    Since Service Providers have no direct imphrastructure costs it should make them more competative when pricing for connections and call charges.

    Lets look at the charges BT and Virgin charge for an old analogue phone line:

    Example 10 million customers paying £12.50 per month or £150 per year line rental for an old analogue line.

    This raises £1.5 Billion (including tax) per year.

    Now BT and Virgin between then likely have many more than 10 million residential customers each though not necessarily using analogue phone lines. Many such telephone lines are decades old.

    How much of this money goes to operate, maintain and upgrade (???) this network. I doubt that more than a token amount of money is used for this or paying salaries.

    Don't forget residential customers also pay call charges, business customers pay significantly more for complex phone systems and multiple lines as well as call charges.

    It's amazing how much a 40 year old telephone cable can raise, especially considering that with todays technologies, the cost of operating a phone network has dropped dramatically and a box the size of a public phone box can run hundreds of thousands of phones today where acres of equipment would previously have been required.

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  • crockett123
    Love rating 0
    crockett123 said

    If you have Sky TV, then that (free) is the cheapest! If you want to avoid the £5 month charge, just opt for evening and weekend calls.

    It doesn't make much difference other than price, as all of these suppliers are absolutely crap - sales in UK aftersales in Dheli!

    I spend 3 months talking to BT's India based broadband (lack of) support line because my broadband was intermittent. It was only when I rang sales in frustration that a nice British lady got it sorted for me. It turned out to be a line fault in our road and the engineer was surprised anyone could make a phone call, let alone get broadband. Hard to see how they were going to sort that one out from India.

    Just for balance, I've spent a long time on the phone to Sky's Inia division this weekend trying to sort out the in-laws TV and I can only assume that they were trained by BT! Still doesn't work.

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  • crockett123
    Love rating 0
    crockett123 said

    Sorry - for Inia read India!

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  • oldfelix
    Love rating 0
    oldfelix said

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  • aedh11
    Love rating 0
    aedh11 said

    bobfruit:- I just switched to SKY adding broadband, telephone and telephone line rental to my T.V. package. they sent me a letter telling me when each item would change and sure enough it did seamlessly it was excellent service from begining to end + I am now saving around £60/month which I think is better than a poke with a sharp stick

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  • DrWealth
    Love rating 0
    DrWealth said

    I think I'd pretty much take on any of these suppliers mentioned, since my current (mobile) 'broadband' runs at upto 30kbps and remains stable for between 10 and 90 seconds, then hangs, and requires 10 minutes of wrangling to get running again!

    It is nice to go and make a coffee while waiting for pages to load, though.

    I wonder if one of these suppliers here would pay off the rest of my contract to 'get me', as I'm not about to double my telephony costs. Hmmmmph.

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  • kittzy
    Love rating 32
    kittzy said

    I have sky broadband (last 4 years), i'm happy with it, never had a problem, the speeds arent what they are supposed to be though and when my contract is up in june i will be looking closely at the faster virgin package(we moved in june). We used to have ntl, had a lot of problems, but i can still collect my email from ntl. wether this is an error or its assured i don't know.

    Its good advice to make your main email web based and forward it to your current email address this way if you change all you do is edit your forwarding address. If you cannot do this its pretty easy to update your details by emailing everyone in your address book and updating banking email details, paypal etc.

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  • DrWealth
    Love rating 0
    DrWealth said

    I think I'd pretty much take on any of these suppliers mentioned, since my current (mobile) 'broadband' runs at upto 30kbps and remains stable for between 10 and 90 seconds, then hangs, and requires 10 minutes of wrangling to get running again!

    It is nice to go and make a coffee while waiting for pages to load, though.

    I wonder if one of these suppliers here would pay off the rest of my contract to 'get me', as I'm not about to double my telephony costs. Hmmmmph.

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  • aedh11
    Love rating 0
    aedh11 said

    GRITLESSINGLOS:- Further to my previous note, when I changed to Sky my wife and I kept our Email addresses unchanged

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  • DrWealth
    Love rating 0
    DrWealth said

    Oops, sorry about the duplicate post - rather ironically my modem disconnected while posting, and I had to resend data!

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  • oldfelix
    Love rating 0
    oldfelix said

    Having been with Tiscali for years i finally got fed up with their service and billing. If yor have a service problem then all you get is incoherent memble from some backwater in india. Billing is deplorable, at one time they gave me a second account and tried to charge twice. Having left Tiscali with great difficulty they continued to charge my account for eight month and refuse to credit. i am now with O2 and all i can say is that their connection, service and billing is exemplary, i can see why they are highly praised in the press and above.Being one of the first to join O2 i expected their service to deteriorate but am pleased to report O2 could not get better. Avoid Tiscali, they could not run a bun fight in a bakery.

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  • gritlessinglos
    Love rating 0
    gritlessinglos said

    aedh11 "Further to my previous note, when I changed to Sky my wife and I kept our Email addresses unchanged"

    I live and learn - thanks for the correction. I am surprised that BT allowed you to keep your email address on a BT server. So you still have your login details to recover you email even though you are not paying any money to BT ?

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  • jenncatt
    Love rating 0
    jenncatt said

    I had a couple of minor bad experiences with Tiscali a couple of years ago - mainly frequent services outages, and then their network going down in my area but the service outage not being listed on the website/phoneline, causing unnecessary hassle - so switched to Sky as soon as they became available.

    *Then* Tiscali really took the biscuit - continued charging me for months after I'd ended the contract and migrated to Sky. When I called to ask for the money back, the cheeky git in Customer Services (UK based) refused point blank, told me I hadn't told them I wanted to leave (despite the fact I had an email from them saying 'sorry you cancelled your contract') and even claimed at one point that I'd been connecting to Tiscali the entire time I'd been using the Sky service. As Sky routers can only connect to Sky, I can only assume he was trying to wind me up, right before he cut me off.

    Thankfully the next guy was slightly more sane and I managed to get the money refunded after writing to the Chief Executive.. I got the impression that this was something that happened quite frequently.

    Frankly, I didn't realise how annoying Tiscali were until I switched to Sky - I haven't had to speak to the Sky technical service desk since the first week I migrated, and any occasional minor glitches are fixed by rebooting the router.

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  • pugwashtizzie
    Love rating 0
    pugwashtizzie said

    I wish someone could explain exactly how one can keep one's old email address when one moves to a new service provider. I know that it is certainly possible with at least some providers but how is it done? e.g. what changes in the settings need to be made in Outlook 2003, Outlook Express, etc.?

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  • fenemore
    Love rating 202
    fenemore said

    I suppose if your ONLY criteria is to save money then the bundled deals sound attractive. Except that they have you by the short & curlys. Never put all your eggs in one basket!

    I have just broadband with Virgin (ex Telewest), and the service has been second to none. Loyalty discounts are easily obtained as there is nothing else they CAN offer. Not that I would change - but they don't know that.

    Anyway my broadband is a fibre-optic feed to my property. To switch provider means using the telephone line - and an inferior service if my neighbours experiences are anything to go by.

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  • nigel32
    Love rating 0
    nigel32 said

    Hi

    Switched about 2years ago to Talk Talk and have never experienced any problems. I also set up for my Mum who lives in different part of the country some 6mths ago and they could not have been more helpful.At only £19 for unlimited broad band free land line calls and line rental. Use all the time at peak periods as work from home.

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  • colin106
    Love rating 0
    colin106 said

    I've been with TalkTalk for two years. I get broadband (1.2 mega wotsits)+ line rental,+ free phone calls to every european country + USA - day and night - all for about £25-£30 /month.

    The switch to their broadband went smoothly - a couple of hours downtime. (To switch broadband you have to get an MAC number from your present provider and give it to the new one)

    If you want to switch to TalTalk, be sure and get a direct line contact number to whoever sells you the package, as their standard of customer service is not the best. Using this direct contact number, a few issues I had were solved quickly.

    Like someone else on this post I had trouble with my old router so bought a £40 Linksys wireless router from PC World which has proved brilliant.

    bidwiser - I am not an expert, but think that all lines, apart from cable, were put down by BT. Other providers can rent these from BT. The speed you get depends on how far you are from the exchange. All this applies to copper wire. If you are fortunate enough to have glass fibre cable then you get a very fast service irrespective of distance. Also, I think some providers instal their own superior equipment in BT exchanges which I think gives a faster service over copper cables, but please correct me if I am wrong

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  • bclnet
    Love rating 0
    bclnet said

    Lewieboy (11th message down) is the only person to mention Utilty Warehouse for combined phone and broadband (up to 24mb).

    "Which?"(Oct 2008) (published in Feb 2009 magazine) rates them as "Best Buy" - the only supplier awarded that accolade.

    See ...

    http://www.which.co.uk/reviews-ns/phone-internet-and-tv-packages/best-buys/index.jsp

    and ... http://www.UtilitiesWarehouse.org.uk

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  • AlysonThomson
    Love rating 0
    AlysonThomson said

    The other thing about Virgin is that I don't think many people will just have Broadband through them and they do big discounts for packages - 2 for; 3 for; 4 for;

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  • flager
    Love rating 0
    flager said

    Just to add another fact to the mix. I have been with NTL then Virgin for some years. I acquired a Virgin SIM card deal for 6 months. When it ran out, I spoke to Virgin Mobile & in light of the fact I was a Virgin Media customer, they offered me 300 cross network minutes & 300 texts for £10 a month. Consequently, working from home, I use the mobile for all my calls, except weekends when the landline calls are free with Virgin Media

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  • sandspider2008
    Love rating 0
    sandspider2008 said

    I wouldn't recommend Talk Talk. Never had them for broadband, but had them for home phone, and their customer service is rubbish. It's almost impossible to cancel a contract with them, even when the tie in period has ended.

    Broadband wise I'm currently with Tiscali, and the service works quite well - fast and fairly reliable (and cheap - £14.99 per month including free weekend calls and line rental). However, customer service are indeed dreadful. They promised me a certain package which they said was available on my line. Once I'd signed up, that package suddenly wasn't available. I kicked up a stink and said that it had to be available as I'd been promised it, and mysteriously it was available and they eventually put us on it. But that took a lot of e-mails and phone calls, eventually I escalated it directly to some UK e-mail contacts and they sorted things out. I think I'm probably still owed a bit of money, but really can't be bothered to deal with them any more.

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  • Tibsie
    Love rating 1
    Tibsie said

    I use eclipse and have done for a couple of years now with no problems. From what other people have been saying I've been lucky.

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  • DrWealth
    Love rating 0
    DrWealth said

    Hitman101 - I agree that things need to change, but rather than the government taking over (I'd prefer they keep their noses out of 90% of the things they currently stick them into!) how about they simply change the law. Make it a criminal offence to offer a contract for goods and services.

    I already believe that any company that ties customers to a contract is - by definition - offering either inferior product or inferior service, and often both! As consumers we should be able to simply walk away if we're unhappy with our supplier, and it's their job to shape up, rather than simply letting the lawyers out of their kennels, or using financially punitive 'get-out' clauses.

    Quality of goods and services would automatically go up if contracts didn't exist, because no company would survive if they didn't deliver.

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  • pugwashtizzie
    Love rating 0
    pugwashtizzie said

    It is curious how there are so many conflicting opinions on the different providers. Friends often ask me which provider should they choose. I no longer give an opinion after I recommended Pipex about three years ago to some friends. They (Pipex) are now a disgrace. Fortunately my friends have forgiven me.

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  • MadMaxMel
    Love rating 0
    MadMaxMel said

    I can recommend O2 and like others I require a static IP address (which O2 charge an, outrageous £5/mon extra).

    Once they got their line attenuation (signal:noise ratios) sorted out I got a stable connection of 1,196 / 5,395 bits/s upload/download respectively.

    All for around £12.

    Previously I used Zen - who are great, but costly by comparison.

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  • ScarlettMissy
    Love rating 0
    ScarlettMissy said

    If anyone is thinking of signing up to Talk Talk for their broadband or phone...DON'T BOTHER!!!

    I have been with them for almost 3 years (on an expensive phone package!) on the promise that I would receive free broadband within the first 6 months of my contract! I had every intention of leaving them after their minimum 18 month contract was up...however when the contract was nearing it's end, they called me up and "duped" me into another 18 month contract, using jargon that I was unclear about and tempting me with yet another promise of free broadband within 6 months(this was about a year or so ago!) and the promise of £10 per month of my telephone bill (which didn't happen for the first 3 months despite my ringing to query/remind them of their promise!)

    It was probably foolishness on my part, but when a company is promising you all of these things it's hard to say no!

    About 2 years ago, completely out of the blue and for no reason I can think of, they sent me a modem for my broadband. I called them up and asked them why they had sent it, as I hadn't requested it? They said that I had requested it, I simply must have or why else would they have sent it? I xplained that I had a wireless router and there was no way I would've asked for a modem! I said I would be sending it back, which I did. Next thing I know, I received a bill for £30 for they modem I didn't even ask for AND had sent back! As I pay them by direct debit, they had taken it straight from my bank account before I could stop them (I received the bill the same day they took the money!)!

    Naturally I phoned them straight away and went mad at them...they said they had not received the modem back(which had been sent 3 weeks previous!)and that they would not refund the £30 that they "stole" from my bank account!!

    They basically called me a liar and were lying to me!! It took me roughly 3 months of ringing up, being passed from department to department having to repeatedly explain the situation before I eventually got my money back!

    I have had nothing but trouble and problems with this company, I STILL am not receiving my free broadband as promised 3 years ago, I am unfortunately still tied into a contract for at least another 6 months (the end of which cannot come quickly enough!) and to cap it all off, they have just uped their prices...the swines!

    I CANNOT STRESS ENOUGH.....DO NOT EVEN CONSIDER THIS COMPANY....THEY LIE, THEY STEAL AND THEY'RE RUBBISH!!

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  • connectco
    Love rating 0
    connectco said

    Thanks for the article, but could you press suppliers to reveal their contention ratios? It is all very well having a notional high speed link, but if you're competing with a large number of other users at peak time, then its speed can dwindle to that of a bad dial up. How can you compare accounts if you don't know the contention ratio?

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  • pammsy
    Love rating 0
    pammsy said

    Some relief to learn that others like me have given up trying to get what they are owed by Pipex! Its all wrong. I am still fearful of changing from Pipex since it does work well but I need broadband and are farful that the MAC code and subsequent processes will fall down on Pipex's inefficiency. Do these providers ever get to see some of these comments - good or bad and do they care - it seems not.

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  • harepath
    Love rating 0
    harepath said

    Keeping your email address:

    You can't take it with you because the last part of the address belongs to the ISP. But you can set up an email address which always stays the same for the 'outside world'. Buy yourself a domain name and the cheapest hosting package you can find, then use it to forward your emails to whichever ISP you are using. I wouldn't recommend the free email from Yahoo or Google or Microsoft, as they are inherently less secure, and are often used by spammers, making the emails you send from them look more suspicious to spam filters.

    Example: buy bloggs.co.uk or bloggs.org.uk, then set yourself up as fred@bloggs.co.uk. Then log in to your hosting service and redirect fred to me@aol.com or wherever you are at present. If AOL offends you, leave them for someone else and just change the redirection. Similarly, if your hosting service for bloggs.co.uk turns out to be duff, or goes out of business, you just take your domain name to another hosting service. Lots of them advertise in computer mags; the only one I have used is Easyspace, and I've had no trouble. You do have to remember to renew (and pay for) your domain registration.

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  • colin106
    Love rating 0
    colin106 said

    Re email addresses ; isn't it best to go on to a web based email address, because then however often you move broadband suppliers, you just log on? ie johnsmith@gmail.com. I have used gmail.com (googlemail.com) for six years and they are great- like hotmail but I think better. When using e mail abroad it works just the same as at home which other emails don't. It's free and will store a huge amount of data, and almost never crashes. I don't know why everyone doesn't use it

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  • LastChip
    Love rating 92
    LastChip said

    biddwiser; I am heavily into computers and it forms part of the work I do, so when it came to changing Broadband suppliers, there were certain things I looked for. In other words, I researched the market quite thoroughly before deciding on a new contract.

    o2 came out on top in just about every respect, except perhaps if you want to run a server. There are better commercial options for that purpose, but we're talking about home computing here, and the following is in that context.

    The speed you get is far from being an exact science and is one of the reasons ISP's can only specify "up to" whatever speed. What they are saying in effect, is their servers are capped at that speed and you wont get faster, but, there are all sorts of influences that determine the actual speed you will receive; distance from exchange, quality of copper wire, noise on the line and so on.

    Now to specify some practicalities. One of the reasons I contracted with o2, is they install their own equipment in the local exchange - LLU (local loop unbundling). I thought, (and was proven correct), that more modern equipment was likely to give me a better service, than the donkeys years old BT stuff, even though, it will not negate your actual line parameters.

    As a result, I have a speed about 2.6 times faster than Pipex could provide, at less than half the cost. By anyone's standards, that's a pretty decent deal. Add to that superb (and I do mean superb) customer service and it's no-brainer!

    I haven't had any drop outs since I've been with them, but it was happening all the time with Pipex (Tiscali). I suspect Pipex try and throw you off the server if they detect no packets being transmitted.

    I seriously highly recommend them and I don't do that lightly, particularly on a public Internet site. If you want to find out if they are available to you, go to their web site and you can type in your telephone number. They will tell you if o2 is available and a maximum estimated speed, but take the later with a pinch of salt, for the reasons mentioned above.

    Hope that helps you.

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  • retiredmum
    Love rating 0
    retiredmum said

    avoid TALK TALK at all costs.We changed from pipex after a cold call offerd a better deal and a FREE 28 day trial.what theycall free IS THE DISCONNECTION FEE ISN'T CHARGED IF CANCELLED WITHIN THE 28 DAYS you still pay 29.99 for connection which hardly ever exists .we could never get connected on the internet between 5pm and 9pm (homework time!!) it was very slow and customer sevice was abominable.We cancelled after 11 days but then got caught in their trap of NO WE DIDN'T SAY IT WAS TOTALLY FREE we were bounced around from department to department and I only ever spoke to 1 person with could people skills the rest obviously hated their jobs and followed a script without listend to a word you say.They have 3 adrresses to write to so complaints are never answered.They referred us to the debt collectors (never been in debt in all my life!!) despite letters sent to them informing them (like watchdog says to ) we were withholding payment until our complaint was answered.We had to get Otelo involved before someone high up in tyalk talk phoned to try to resolve this.My husband got very stressed out by all of this .So don't touch them with a barge pole.

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  • DrWealth
    Love rating 0
    DrWealth said

    Wow! There are some horror stories here. That's why I was moaning about contracts in my last post. These companies seem so busy trying to shanghai people into dodgy contracts that they forget about customer service completely, preferring to get their commission and wash their hands, ready for the next unsuspecting customer.

    Best thing is probably to go onto the 'offending' company's website, click your way through to Investor Relations, and find out who the CEO is and complain directly to the top man.

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  • DrWealth
    Love rating 0
    DrWealth said

    LastChip - thanks for that info on O2. I'll almost certainly go with them when I change.

    Report on 09 February 2009  |  Love thisLove  0 loves
  • robtolchard
    Love rating 0
    robtolchard said

    When choosing a broadband and telephone supply, although price is a key concern, the decision should be made based on a few other criteria such as billing accuracy and customer service as well as value for money.

    A company which scores highly on all counts in terms of overall customer satisfaction in a well known consumer magazine is Utility Warehouse, which also offers a highly recommended energy supply AND all on one single monthly bill.

    You can watch French and Saunders, in an entertaining 3 minute video on how you can save money on your bills! Simply click on: http://www.uwdcvideos.co.uk/?exref=059880 to watch.

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  • stevesharpe1
    Love rating 0
    stevesharpe1 said

    I have moved from BT to O2 about 4 months ago - the O2 broadband is marginally faster than BT on the same line (limited by BT's exchange speed - however O2 turned down the gain - hence the extra speed. More importantly, the quality of the customer service from O2 is exceptional and UK based - nothing is too much trouble. In addition, I'm paying half what BT charged previously. If you do jump to O2 you will not regret it. Only down side is I have to have Bt for the phone line - if only O2 did land lines as well.

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  • stevesharpe1
    Love rating 0
    stevesharpe1 said

    Oh, one final thing - the O2 service has unlimited downloads, so if you used lots of BBC I Player or any other TV on demand - no extra bills.

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  • shepherd2008
    Love rating 0
    shepherd2008 said

    Virgin 20mb broadband - pathetic!

    Virgin customer service - Diabolical/none existent!

    Do not bother with this provider!

    Have had nothing but problems with the signal strengths upload/download speeds and the online billing system. No faster than dial up.

    Seems that i need to upgrade to 50MB to get the benefits of 20MB??????????

    Despite numerous calls to them and twice being told to expect an engineer to visit the house - no one ever came and they never had any record of one being requested? Still waiting some 2 months later!

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  • keskom
    Love rating 0
    keskom said

    No one I think, has mentioned the Utility Warehouse broadband package. Like all their utility packages they take a lot of beating. If anyone is interested dial 0800 13 13 000 quoting 3403328 and sign up.

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  • keskom
    Love rating 0
    keskom said

    Sorry, seen them now. Agree with both posts so thats 3 who are satisfied with the service.

    Report on 10 February 2009  |  Love thisLove  0 loves
  • silverbob2007
    Love rating 0
    silverbob2007 said

    Bubbles111

    "This biggest problem I have in moving from BT is my email addresses are used for every purchase I make, bank accounts etc. How do I change from BT but keep the addresses, is there a way?"

    Hello Bubbles111...... I can help you solve your dilema as I had the same problem when I wanted to leave BT broadband for a new supplier, and I had many hundreds of saved messages in my BT email box that I did not wish to lose, and had the same desire to keep using the email address that I had used for years!!

    The solution is remarkably simple...

    Contact BT Broadband sales dept, and ask to make your current email account into a PREMIUM EMAIL ACCOUNT and all your emails will be preserved and you can continue using your current email address uninterupted, (and THEN you can CLOSE your Broadband account and change supplier)

    This costs £1.50 per month on a direct debit arrangemnt.(WORTH EVERY PENNY !!)

    I did this more than 2 years ago and have not had any problems at all. ( I made BT Yahoo Mail my home page so I can log in and check emails before I get involved with any surfing etc)

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  • senseproportion
    Love rating 0
    senseproportion said

    Reading all these posts tells me there is no simple solution. One person's good experience is someone else's bad experience. I am with Plusnet whose customer service is awful, but whose product is as good as any. Because of that I wouldn't recommend them, but wouldn't leave them. One thing for sure; BT is bad value, and leaving them is costly if you break any part of a contract with additional services. As in life, nothing in broadband is perfect; that's the competitive world we live in, where cutting costs means service taking a back seat and there is no pride anymore in 'getting it right' first time. My advice is to chose the option that you can live with, that causes least aggravation and emotional distress to you. Incidentally the quotes in the article does include line rental in case of Plusnet - can't speak for others.

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  • mike8578
    Love rating 0
    mike8578 said

    Buy cheap pay twice. A saying that definitely applies to broadband. I have plenty of friends and family that can't understand why I pay c£17/month to be with IDNet when I could get 8mb broadband for less elsewhere.

    We've been with them now for 2 years and haven't had a single problem. No downtime, ever. The stories I've heard about those on AOL, Tiscali, Pipex, BT..........

    Oh and there's no tie in so I could walk whenever I see fit.

    Report on 13 February 2009  |  Love thisLove  0 loves

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