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SirSourPuss's Review for Aquiss

 Aquiss (Broadband Fixed Line)
Posted: 05th May, 2016    By: SirSourPuss
Title: Wildly unreliable service, massive packet losses, customer service doesn't care
For the first few months of being with Aquiss the connection was excellent, with very high up/down speeds and really low latencies. This was the expected quality of service for having a 50pound family package. Aquiss makes it public that they prioritize business traffic during business hours. I found it fair, and found no issues with it during the first few months. However, after the first few months my connection started experiencing irregular periods of terrible quality. Download rates decreased to <1Mbps and latencies increased massively, in spikes. This turned out to be due to Aquiss straight out dropping between 20% and 80% (!!!!) of our packets whenever their network is heavily loaded. This happens usually during what they claim to be business hours, but is not limited to that time. It's the worst during "Windows patch Wednesdays", where the Internet is completely unusable until about 5pm. Usually happens to all the machines on the network (student flat), but sometimes one PC is free of issues, so the prioritization seems to be IP bound. Letting the customer service know about this does not accomplish anything. A ticket is opened and closed soon afterwards, sometimes even on the same day, without the issue being actually resolved. Changing my provider soon, do not recommend, definitely not worth 50 pounds/month.

ISPreview Sanctioned 'Right to Reply' (RtR) by Aquiss Follows (DO NOT REMOVE)

Related Rule(s) - http://www.ispreview.co.uk/rules.shtml#3

Dear SirSourPuss, Myself and the team here are currently aware of just one customer reporting the problems you have mentioned here, so I'm presuming you are the same customer who we are already in open consultation with. This is an unusual, but ongoing case, but as explained to you, this is currently with our product development and network teams. All feedback is fed in, however, where just one customer is reporting a case, instant results and answers are not always possible, especially where limited data is available for investigation. We however do not drop network packets as you are stating as part of network management policy; our technical customer base would eat for breakfast if we did. Likewise, we do not have network equipment that is able to prioritise traffic within your own LAN. The experience from ourselves will be equal for all devices connected. I can therefore only presume you have further QoS within your local LAN. Tickets are automatically closed upon each reply we send out and are automatically reopened when a customer replies. As 97% of tickets we send out never get replied to, this is a best practice policy. Kind Regards Martin Pitt Managing Director Aquiss Limited


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