Then, there is a separate ‘Enhanced Care’ product which covers broadband issues. It is what A&A, Zen, Plusnet etc all also resell.
Aha, got it! Many, many thanks. Someone who knows. I see, for example, Zen has wrapped BT’s service inside their own support service offering and mentions £12 per month somewhere iirc.
> It aims for someone to initially respond in 3 hours and to solve a broadband issue within 20 hours (but this is not guaranteed).
That's really good to know. Not guaranteed is not so good, a bit of a pig in a poke then. You're paying lots of money, but you don't know what you're truly getting for it.
> For some reason, I have a vague memory that it’s actually a BT Wholesale offering not a Openreach one..
Does anyone have a reference, or link?
That's where I've been going wrong, I should have been looking at BT Wholesale not BT Openreach - that's what confused me. So your ISP buys something from
Wholesale? Makes sense.
> If keeping in touch is important, the best combination is probably a PSTN voice service with an Openreach Level 4 SLA - but obviously its not something A&A offer. I know A&A don't supply voice lines but don't know why they don't seem to offer the enhanced PSTN SLAs to their customers.
Quite right, AA used to half-allow POTS for free in one direction or something, or you could pay your line rental to someone else and get POTS from them, like I used to ages ago. (BT Retail POTS). But now they really don't encourage having POTs although they don't make you pay line rental to
them always, everyone is going VoIP. I started paying my line rental to AA instead of to BT Retail ages ago, because I couldn't face dealing with BT at all.
Would the enhanced (top?) SLAs be any use for DSL faults though?
AA don't do official guaranteed 24 hour support, unlike Zen say, so maybe the fast BT SLAs would be no use as AA don't guarantee to get back to you in time. They're just too small.