[jpgvm]

If you prefer no bullshit communications they are great. They are to the point, terse and very German. I find this both refreshing and exactly what I want/need out of support. The few times I have needed to contact them it's been HW related. One was a SSD that was clearly having issues even though SMART reported nothing wrong, I sent them blktrace output and they said yup that checks out, scheduled disk replacement right away. The other time was a network related problem with their transit, I had some ASNs that I was trying to talk to suddenly getting some pretty damn cursed paths and a big increase in latency as a result, they sorted out the path weights super fast and everything has been great since.

The only other time I have received better support was from Aussie ISPs. Back in the day when you called Internode the guy who answered the phone was a bona-fide network engineer and would go as far as getting a shell on the DSLAM to check out what is going on. To me that is peak support, live debugging of the problem!

Similarly I called into Aussie Broadband to do my first NBN setup, explained I did "BYO" modem because I was going to initiate the PPPoE session with my Linux router and they said no problem. She even offered to send me a cookie cutter pppd config along with the info to set it up myself. Easily the some of the most knowledgeable and "can do" attitude for first layer support I have encountered.

Needless to say when I encounter damn good support I stay even when it costs more.

[bigfatkitten]

I was an Internode customer for many years until TPG bought the company, fired the extremely smart and talented support team in Adelaide, and offshored "support" to a call centre in Philippines that hires people who barely know what a computer is.

I actually switched to Aussie Broadband to get an NBN fault fixed that TPG Philippines refused to acknowledge existed, or escalate to NBN.