An update on my ISP shopping post from a couple of weeks ago:
Netspace rang me up to discuss my concerns (they found the post themselves), and to let me know there was some progress on resolving them:
Advice of network outages — they said there is already a project underway to advise of outages via SMS direct to customers. Sounds pretty good. Whether or not they’d open up their network status page was unclear — sounds like not. But at least SMS alerts would make it easy to know what’s going on without being online.
Revision of plans without telling anybody — apparently this is being discussed with Netspace management, and it is recognised that this isn’t great customer service. No promises, but at least they’re looking at it.
And they said that they recognised I was a loyal customer (since about 2003 I think), and wanted to keep me, and made me a very good offer to upgrade me. Combined with the fact that there’d be no hassles with switching ISPs, and no outage, it was an offer to good to refuse.
So far it’s been good, the speed difference is noticeable. In fact, they switched me to the faster speed before the modem arrived, so almost instantly my speed went up from 1500 kbps to about 8000 kbps (the fastest possible ADSL1 speed). And the ADSL2+ speed is about double that.
And of course because there’s no contract, I can jump ship anytime if I want (though in the fine print there is a $65 “network termination fee”). But for now, I’m happy again, and provided Netspace are true to their word and fix the outage notifications, I’m more than happy to recommend them.
Another lesson here: I’m not sure if this is universal, but it would seem that people on ADSL1, using ADSL1 modems, are able to get a speed upgrade from 1500 kbps to 8000 kbps fairly painlessly just by switching to an ADSL2+ plan. Because for many ISPs, ADSL1 uses others’ facilities (eg it’s reselling) and ADSL uses their own, the pricing is likely to be comparable — in my case it was identical. In fact, why Netspace (and other ISPs) don’t encourage this?