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:
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
Thanks Aquiss :)
Time With Provider: 2 Months
Package Name: 80/20
I paid for a gigabit line (1000/120) and as of today consistently get that on the line. The PPPoE details were provided well in advance of activation so I can connect my own router to the ONT (Modem) and get connected.
Absolutely zero complaints. If you want the perfect(?) ISP, look no further. You pay a little more than the budget options but the service is unparalleled.
Time With Provider: 1 Weeks
Package Name:
The setup guides for PPPoE connections on the Aquiss website are superb, and the inclusion of a fixed IP and IPv6 as standard are a fantastic bonus. The speeds on my 1Gbps (900Mbps) connection are consistently impressive. Although my interactions with customer service have been minimal, it is comforting to know I am communicating directly with my ISP rather than through a Managed Service Provider. This experience brings back memories of the days when ISPs were managed by people who genuinely cared about the quality of their service. Aquiss is a refreshing reminder of what an excellent ISP should be, combining reliability with a personal touch that is rare in today's market.
Time With Provider: 1 Months
Package Name: Family Pure Fibre 1000
Martin was very helpful with my pre-sales enquiry and then again when I was evaluating routers.
I should have made the move before. I was paying over the odds to a Bracknell based ISP for an FTTP connection, and it took a particularly poor response to a support call to goad me into action.
My Aquiss connection is stable with speeds as advertised and the package price is very competitive, particularly with the introductory offer.
Aquiss gets a big thumbs up from me.
Time With Provider: 2 Weeks
Package Name: Pure Fibre 330
The part where when I ask for help I am treated with respect is the best value for the money I pay.
Also I really appreciate the static IPv4, even if I don't use it as much, nice to have.
A big plus on the matter of great communication from Aquiss is the whatsapp broadcast channel to let customers know of any issues quickly.
Time With Provider: 8 Months
Package Name: Pure fibre 1000
I may be switching to them too, once they offer the 1800/120 Openreach product.
Time With Provider: 6 Months
Package Name:
Tracing routes has shown that traffic has to take an extra hop through VeloxServ Communications Ltd, which isn't ideal. VeloxServ's peering, while functional, falls short compared to other ISPs of a similar size or reputation. They primarily peer with PCCW, Zayo, and Hurricane Electric, which doesn’t quite compare to the options other providers are using. For instance, if we look at Andrew & Arnold, smaller providers like Watchfront, or Spitfire, they’re benefiting from more direct peering relationships with major networks like NTT, Cogent, Level 3, Pulsant, HE, COLT, Arelion, IP-MAX, UPIX, and even Telstra in some cases.
Aquiss could benefit from improving their routing strategy and peering partnerships to be more in line with what’s available through other similar-sized providers. Without direct access to better-connected ASNs, Aquiss customers are left with subpar routing paths and, potentially, lower performance. It’s a disappointing shift, and one that current or prospective customers should consider.
Time With Provider: 3 Years
Package Name: FTTP
Thank you for posting your review, however, we have have not had a single raised concern about routing or performance at all with our own network build and the commercial reasons for doing so are because of the very degrading routing and performance issues we had via our previous commercial arrangements.
Therefore your statement, does raise a slight eyebrow with me, especially as some of the peering names you list have a reputation for sub par network services. However, there is direct transit with Colt (Level3/Lumen) which you state is not present.
If you have any concerns with anything, routing or performance wise, then your first port is directly with ourselves, where your contract is. However, as not a single case has been raised with us, routing or performance wise as a result of said routing, including anything you have highlighted here, I have to say, most is of what you say is conjecture and without knowledge of what we are doing and have in our plans.
Therefore if you are indeed an active customer, please provide the supporting evidence and we will investigate.
Regards
Martin Pitt
Managing Director
Aquiss Limited
www.aquiss.net
Edited to add after the response- the reason there are no open tickets is because the ticket this was being discussed in was closed - with no help. Honestly at this point if I were still within cooling off period I would switch back.
Time With Provider: 3 Weeks
Package Name:
I'm sorry to read your review, but we are honestly unware of any outstanding or open cases that are jumping out of us, this end, in relation to this?
If you have not had a reply back to us, at anytime, normally within 4 hours, then the chances are we have simply not got it. I would ask you to resend anything you have sent as currently we have just 3 tickets in our support desk.
Saturday 28th 2024 : In response to your edit, as stated in my original reply, we unaware of your case. However, if your ticket is closed, as you state and you feel this has not been case handled to a conclusion that you feel happy with, you can simply reply and it will reopen.
My offer is on the table to solve this case, but as I state, unless I know who and to what I am dealing with, it's somewhat hard for me to do this. You can call and ask for me at any time.
Martin Pitt
Managing Director
Aquiss Limited
Thank you for your help!
Time With Provider: 1 Weeks
Package Name:
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