I've been with this ISP for a while, and while the internet connection itself is mostly reliable, the support experience has eroded any sense of value I used to feel.
When everything’s working, it’s fine. But the real test of any provider is how they respond when things don’t work. That’s where this company falls short.
The main issue is with how support – particularly through Martin, the managing director – is handled. Rather than helping, Martin often comes across as defensive and evasive, using technical jargon in a way that feels more like deflection than explanation. There’s a clear lack of ownership; problems are always someone else’s fault – the hardware, the weather, third parties – anything but the company itself.
Over time, this approach has chipped away at any trust I had in their support. When you're made to feel like you're being talked down to instead of helped, and every conversation feels like damage control rather than problem-solving, it becomes hard to believe anything you're told.
For the price I’m paying, I expect a service that takes responsibility and treats customers with honesty and respect – not spin. That’s where this ISP fails.
Overall: 2/5 – Decent connection, but disappointing and untrustworthy support. You pay premium rates for below-par accountability.
Time With Provider: 5 Years
Package Name:
Response From Aquiss - 24th Jun, 2025
Good Morning,
I'm sorry to have woken up to this review. I am honestly somewhat taken a little back by it's context and wording, as it both takes aim personally at myself, but then the company as a whole. I have no idea who you are or where I have lowered by own personal high standards to come across as defensive or evasive, with anyone, however I can't learn or reflect if I/we can do better without understanding the context that has brought you to write this review.
I, like the rest of my team, want customers to be happy and we work so hard to address all concerns and problems, both professionally and at a level we believe both parties understand. Your words hurt personally and I know will be playing on my mind for most of the day. If you truly feel we are no longer providing you with trustworthy service and that we lack honestly and respect (your words), then I would like to understand how and where we have fallen short.
Martin Pitt
Managing Director
Aquiss Limited
www.aquiss.net