Quote:
Originally Posted by BloodFetish
As a company we greatly prefer dealing direct with the ISP that owns the 'last mile' to our site. Once we get a 3rd party involved (ie: a DSL reseller) then getting a connection problem fixed can become more difficult because both the ISP and reseller are pointing fingers at each other. Happened to us more than twice.
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I'd say this depends on the reseller - I found, for example, that I got better last-mile service from Nucleus (a Telus DSL reseller) because they were able to more quickly come onsite to diagnose and repair physical issues when the need arose (eg. when the alarm company messes up site wiring, or a POTS splitter dies, or where signal levels needed to be checked to troubleshoot throughput issues). They were also easier to obtain updates and ETA's from during outages, since they had great first-line support and were able to talk to tier-2 and higher at Telus more easily on the back end than the end-user could.
YMMV, but I liked dealing with Nucleus when I had to.