Like most broadband lines we make use of links from BT and other back-haul carriers to connect your broadband line to our network. Even with non BT back-haul it is usually BT wires in the ground. 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 are also well known for testing how well wet string works for ADSL!
We have detailed monitoring of lines that allow us to quickly identify faults and take action to resolve them (whether BT, customer equipment, 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.
Example line graphs :
Give us a month and we'll sort your problem broadband line or your money back. If you are migrating your service to us, even though you know you have a problem with your broadband 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. - A&A
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.
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 taken more than a month, but the customer has ended up with a properly working line and very happy with the service.
So far we have only paid out once in around ten years of making the "we'll fix your line" offer!
Is there a catch?
Well, there are a few terms, but we hope you'll agree they are reasonable...