Andrews & Arnold Ltd Reviews 690

Great customer support, easy to reach out.
They also provide a lot of technical information, for example, how to setup your own router.
Cost more than most 'introductory' deals, but the price also isn't going to suddenly ramp up either. Customer support is something that's easy to under-appreciate when it is needed!

I have been with AAISP for half a decade and will never go back to a high street provider. Their tech support is actually technical, the service is exactly as stated and sales actually do what they say they will (disconnecting old line after new fibre went in). Couldn’t ask for better.

95% 5 star reviews says it all. Real, knowledgable humans at the end of the chat / phone or email almost instantly. Thanks again for your support today Toby.

Really happy with service from A&A. I now have 1G internet FTTP and voip phone. Cityfibre had laid cables down street and I was literally ticking off days I could switch from one of the major ISP providers where I would have disconnects and outages every other day. They were clearly running at max capacity.
Now I have solid internet and always reassuring to see the 4 green lights on the ONT as i come through front door! I had never heard of A&A before a couple of months ago. After some research I picked them. They don't do any shenanigans with your internet behind the scenes.

Great customer service. Able to speak to a human being during office hours and they sorted my problem out promptly, dealing with Openreach. A lot of the time I was not available to ring during office hours and my emails were replied to promptly and often out of office hours. Above and beyond. I would highly recommend AAISP.

I've been using A&A VDSL since 2017, a good solid service. Very few outages, and the one major outage (An hour maybe?) was thoroughly and transparently investigated to prevent a repeat.

Openreach FTTP became available in my area recently, so I moved over to A&As FTTP service. Presales we were able to have a meaningful discussion around contention, and after placing an order the process was smooth, and when I needed a quick discussion around how to move my (slightly complicated) setup between the lines the phone was answered in 1 ring by a somebody competent.

They charge a premium, but the service is very very good, both from a technical and human point of view

I've been using Andrews and Arnold for over 12 years and they have always provided an excellent, reliable service. On the occasions I have contacted them about technical or sales issues, staff know what they are talking about and are clearly enthusiastic about what they do. I've just upgraded to a full fibre connection, a process which was painless and involved just a couple of minutes of downtime. There are cheaper providers around, but when it comes to customer support, you get what you pay for...

Superb service; excellent communication, help and setup. I've been with ISP for about 10 years and have just switched to fibre. Very smooth and up and running quickly.

I'm currently having trouble with internet service provided by AA and the customer service is compounding my frustration. I get told to expect a call back on a specific day, and then they just don't do so.

I joined A&A at a time when they were having some issues - I was first allocated the wrong LNS meaning that I experienced random disconnects, then there was an issue with BT switching lines off randomly, then there was an issue with faulty firmware on their custom routers. All that added up to a first month that didn't live up to A&A's stellar reputation, and my previous experience with them.

However, even through those issues, the customer service shone through - regular updates, quick responses to emails, ownership of problems, and apologies. If I'd been so inclined, I could have picked up the phone and talked to someone quickly. All things that are unheard of with other providers.

I'm a big fan of their no-nonsense approach: the price is the price, no calling every other year to go through the cancellation charade to get the price back down. Upgrade, downgrade, change things: you just pay the fee, and they'll do the work. They've put a lot of effort into their Ts&Cs (shout out to Neil at decoded.legal whose clear, plain-English contract language really means you know what you're signing up for) - you can hold A&A to their terms, and they'll hold you to theirs. No nonsense, given or received.

The technical service, now that the initial few issues seem to have passed, is great - speeds as advertised at all times of the day, low latency, low jitter, and solid peering: with my previous provider I would find that sometimes even if a speedtest showed full line speed, I wouldn't be getting the speeds I expected from video services. None of that here - it just works.

For my fellow geeks, there's some nice extras - I've got a routed /29 and being able to access an entire /48 in blocks of /64 or /60 is nice. Although I do need to buy a new router to make the most of it! It's useful to have graphs and some control over what's at the other end of the wire, as it were - I found the latency went sky-high one day and realised that the culprit was my NAS maxing out the upstream in the middle of the day doing a backup.

At the lower speeds, the price is competitive with other providers, and you don't need to over-buy to compensate for poor service; I'm on the cheapest FTTP package and it's more than enough for my household. At higher speeds, you really pay a premium; I rarely do large downloads (at least not that I'm waiting for) for I don't notice, but I suspect that if I did start needing to deal with larger files on a regular basis, I might not be too keen to pay the asking price for the faster speeds compared to other well-reputed providers.

I would like to thank Stuart and Toby for their patience and step by step instructions get my phone linked to my Giganet internet.
They are a credit to the company

I was looking for a provider that had old fashioned good service as one of its core values, and my son recommended Andrews and Arnold. After I made a mistake with my order, their service was tested and they came up trumps. Refunded my mistake and put my correct order through. Since then , plenty of comms regarding my new connection, installation was smooth and so glad that I chose them. You pay a little more than some of the big players, but in terms of service it's excellent value. You definitely get what you pay for. Other providers should sit up and take notice!

Always a real person with human, rather than artificial intelligence. And a helpful set of answers and prompts that accept that initially you may have little knowledge, but also don't have to be treated as an ignorant child.

Support are both knowledgable, and also honest when they don't have an instant answer - that's refreshing.

And given that my bank has been making a mess of direct debits, the accounts section has shown the same friendly efficiency as the support team.

Truly amazing.

Their Installers turned up when they said they would, and even let us know they were on the way and would be visiting cabinets beforehand.
The service is reliable (no downtime or unexplained slowdowns) and we get the speeds as advertised.

I would honestly be lost without their L2TP service. The only time I had to call support, my request was dealt with in less than 2 minutes. Keep it up guys! :)

I relocated to the US and wanted a way to keep my UK mobile number I've had for years active and receive still receive SMS on it. This was really easy to set up with A&A and I now receive an email pretty much instantly that has the details of the SMS. This means all the 2FA stuff I had set up based on my UK number works. I also set this up for my wife too and she's happy.

I've had to contact them once to ask how to do something and the response I got was excellent.

Moved from G.FAST to FTTP.
Information on the account control pages showed the order progressing which was useful.
Email queries were dealt with quickly and a telephone query answered promptly without having to wait in a call queue.
Very happy with the service.

Perfect experience.

I have been a customer for a few years. No other ISP I tried was eager to get to the bottom of an FTTC throughput issue I had. Finally got it solved with the help of A&A's support, and the connection has been rock solid.

I'm only leaving as an altnet is offering gigabit fibre, and it is too tempting. In the future I will probably return...

I've been with Andrews & Arnold for a decade and throughout that period, their customer service has never been less than excellent. We have gone through three upgrades in that time and four lots of new equipment.
If anything ever goes wrong (which it does, that being the nature of stuff), there is always a human being on the end of the phone, and no waiting for them to answer, either.
All the techs I've dealt with have been unfailingly friendly and patient, and have always managed to sort things out, up to and including sending round the engineers to fiddle with wires.
I needed to be sure I would have a wholly reliable system, because my work depends on it. A&A was the best choice I ever made.

From the outset, when I installed my internet from the Open Reach pole to my new home in 2019, I was determined to sign up with a company that could be reached in an instant, by phone and email. This was my first real test of Andrews and Arnold and I was not disappointed. The various staff were incredibly helpful, I felt like they held my hand through all stages and that is why they brought my broken system to a swift recovery. Definitely worth 5 stars