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Marti4578's Review for Aquiss

 Aquiss (Broadband Fixed Line)
Posted: 23rd Aug, 2019    By: Marti4578
Title: Terrible service
After leaving for the first time due to the Attitude of the MD Martin Pitt I decided to give him another go. Everything has been fine but I had 2 issues with the Service slowing down due to upload apparently this is normal and well I've not noticed it before with other services. The second issue I had was with the Speed. I had to upload the details via bt Speedtest as per. Well after several speed tests that Aquiss had logged incorrectly incidentally one was well below the threshold Martin tells me that he won't be logging a call to BT to take a look. He then explained that he's running the network at 50% due to a load been added to the network. I'll be leaving as soon as possible and if you read this before you sign up I'd seriously consider your options. He just comes across as not interested in helping customers and he's the owner. I should have stayed away as its a very expensive service for the service that is received. Such a shame because at first it was great. Nevermind I'll be getting a better deal and service elsewhere.

Right to Reply (RtR) Response by Aquiss (DO NOT REMOVE)
Related Rule(s) - http://www.ispreview.co.uk/rules.shtml#3
Dear Martin,

Let’s correct the version of events. We have not logged anything incorrectly. You started to report a speed issue that your downloads were crippled when uploading. We asked you to complete a BT speedtest, the tester as you know was erroring or reporting some erroneous results. Then yesterday, 22nd August 2019, you sent in a valid result that fell within the acceptable range for your line. You were then advised until that test fails, we are unable to proceed at this time to raise with Openreach. This was unacceptable to you.

As I’ve personally explained to you twice yesterday, we are not running our network at 50%. I explained to you we have actually doubled our backhaul capacity recently, thus the network loads are operating no higher than at 50% capacity at peak times. That’s completely different to how you are portraying things. My only fault is giving you knowledge to commercial backend operations as part of the fault finding process.

Your personal views of myself aside, past and present, both here and in direct tickets, we have maintained an open dialogue throughout, 40 ticket replies over a 5 day period. Is that someone who is not interested?

Martin Pitt

Managing Director


Time With Provider: 1 Years
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