I still have the occasional dream where I’m on hold with my old internet provider listening to the panpipes rendition of John Denver’s ‘Annie’s Song’ for hours.

If you’ve had this particular experience yourself, you know which internet provider I’m talking about.

The frustration of trying to fix an internet issue with the help of a call centre, before realising that you’re actually on your own and should give up, is one of those experiences that unites us all.

Another unifying experience is finally finding the Internet Service Provider (ISP) that actually works. If you’ve found that ISP, you’ll notice that they’re probably compliant with the Internet Service Providers’ Association (ISPA).

MyBroadband notes that the association ensures that its members abide by a Code of Conduct which emphasises the fair treatment of customers and ensures that its members provide accurate information of its products and services.

The ISPA has recently taken things one step further, launching a mediation process that helps consumers navigate the tricky world of ISP customer service.

“After seventeen years of enforcing the Code, ISPA’s team has learnt a lot about some of the issues consumers may experience with Internet Service Providers (ISPs). ISPA’s consumer mediation process puts this experience to good use,” said [ISPA co-chair Guy] Halse.

Mediation aims to provide prompt assistance from an ISPA member if an ISP customer struggles to get a response or resolution to their issue.

You’re not in this alone.

Before you can log a problem with ISPA, you need to make sure that your ISP is a member of the Association. ISPA urge consumers to consider this when they choose a service provider.

Then it’s as simple as submitting information, and logging a complaint, here.

If you’re unsure which ISP to choose, we have a suggestion.

RSAWEB was born in 2001 out of its founders’ frustration with the lack of quality internet services in South Africa, so it’s not surprising that it’s one of the companies formally recognised as compliant by the Internet Service Providers Association.

We use RSAWEB in the 2OV office, and we’ve never had a problem that couldn’t be solved with a quick call or email.

As they say, prevention is better than a cure, so finding the right service provider is the easiest way to keep that blood pressure down, and limit connectivity issues.

Moreover, find the right fit and you’ll never have to listen to that awful on-hold music again.

[source:mybroadband]