Aquiss Limited Reviews 

We have had an excellent experience with Aquiss, both during the installation process and since our broadband service went live.

Our installation required additional permissions from the property's management agent, which introduced some complications and delays. Martin was incredibly helpful and accommodating throughout, assisting us during the process and arranging for the engineer's appointment to be rescheduled as needed.

It was refreshing to receive such personal and attentive customer service, particularly when dealing with circumstances outside our control.

Since installation, our CityFibre connection has been fast and generally reliable, with only the occasional brief interruption. Overall, we're very pleased with the service and would not hesitate to recommend Aquiss to others looking for a reliable broadband provider with excellent customer support.

Fantastic service, not noticed a single outage and not had any slowdowns. Customer service is the best I've received from any ISP, responsive, friendly and helpful.

We have been with Martin and his team at Aquiss for over 20 years. I wish every company I deal with were as responsive, keen to assist, accurate and caring. I would not consider using any other provider.

Better than all other providers we have ever had in every way.

In my option you are all doing a great job. Every time I’ve had to phone up to ask something the people on the other end have been very polite and helpful. Explained things I needed to understand, and know there jobs well. They always have the answer. If you’re thinking of going with Aquiss. I would highly recommend them. In fact I can’t recommend the company enough. 5 star all the way. Well done the whole team. You go above and beyond in my option. Great company. Thank you so much :)

We have been very pleased with Aquiss during our first year contract on "basic" fibre broadband - communication (rarely needed) is excellent and invoicing clear - our only disappointment is the lack of small incentive or opportunity to continue on an annual or longer contract and the necessity to continue on a rolling monthly contract - we appreciate Aquiss endeavour to not increase prices but it would be nice to know we could be in a futher 1 or 2 year contract at prices closer to those offered to new customers. To be on a rolling contract for another 2 years before any loyalty pricing is offered is rather a long time considering the difficulties people are having with the cost of living - perhaps Aquiss could re-consider? Thanks for reading.

Excellent, proactive and reliable service. As I work from home, a solid, high speed connection is a must and this delivers

For me, Aquiss make the whole broadband scenario right. I love the fact that they are an independent provider. That I am NOT filling the pockets of a huge utility that are faceless, but LOVE the fact that I am part of a smaller structure where my needs and thoughts are valued.

And my experience over the last 9 months or so bear this out. I have much more control over my network - which hasnt skipped a beat - where solid, fast, powerful and reliable broadband has been the norm for me.

I recommend Aquiss. 10/10.

I have been with Aquiss since the early days, for years and longer than I can remember. Absolute peace of mind, because in my experience it just works. In all this time have rarely needed to ask for support, but when I have, it was usually fielded by Martin or Florence. Always a quick and competent response, and refreshingly nice to have personal contact. Many thanks :)

It just works, no breakdowns, no slowing down, it just works. Customer service is next to none and always helpful doing their best to help solve your problem if you are unfortunate to encounter one.

Aquiss doesn't have bells and whistles and they're not engaged in the race to the bottom of pricing, indeed you could perhaps argue that they're 'just another reseller' because ultimately everyone provides services from Openreach but the big difference is that they're a small company that still prioritises service and seem to actually care what their customers think.

If they break something (rare!) they fix it and give a good explanation. When Openreach break something they will fight the customers' corner and keep you informed every step of the way.

The customer service is up there with the best, no off-shore call centres and frustrating IVRs answered eventually by people that don't know what they're doing - you get people who are technically minded and understand the service they provide.

Wouldn't hesitate to recommend!

Back in the 90's I would engage other techies in wishful thinking. What if your internet provider would just give you an IP address to access the public network without anything attached to it? No email address to lock you in, no personal websites, no FTP sharing but just a connection.
Since then ISP's have been gobbled up by media conglomerates to hawk all matter of tat, unrelated with their core offering. Sport TV, hire-purchase mobiles, cuddly toys, etc. etc. ad nauseam.
Aquiss is different. It embodies the ideal we longed for all those years ago. Connection to the internet where I can figure out which of my systems I share and which I consume from providers I choose. It does so without fuss but with oodles of competence. Highly recommended.

Have been with Aquiss for around 6yrs now, excellent service, good provider with no gimmicks.

Brilliant service. A bit more technical than the usual ISPs, you have to provide your own hardware, but service is from the UK and is spot on. Ive been a customer for over 5 years now.

From joining, through issues over fibre, to ongoing service provision, Aquiss have shown why they were recommended to us as being the best suited to helping those of us who really only want to double click an icon and do our thing.

Other reviews have indicated they may be a little expensive, I have no idea about that, all I know is that we have had no issues since we joined c5 years ago and that Aquiss is one of the lowest monthly fees I pay, I think that is an unbeatable combination!

Avoid. Great at winning your business, absolutely hopeless once there's a problem. I was promised I'd be connected within 24 to 48 hours. Months later, nothing. I had to buy a £65 router because one isn't included, and now I can't return it. When I asked for a deadlock letter, which is a standard step in any complaint, the big MD called it 'threatening behaviour', accused me of recording the call and refused to carry on. When I called back, I was told they'd only deal with me by email, and then court action was mentioned for no clear reason. Unprofessional from start to finish. Steer very clear from Aquiss / Martin.

Really good customer service.

I can honestly say this is the best support I have ever received (after switching from Andrews and Arnold, who tell everyone they're the best!).

They're my ISP now.

I probably could get Internet a little bit cheaper, but you definitely get what you pay for.

The sign up, joining and connection process to Aquiss has been brilliant, the only downside is having to use openreach.

I pay for the 1850Mbps service and it's 50% off for the first 3 months. Would I like it a little cheaper? Obviously... Do I think it's worth the £60 a month, yeah just about!

The internet has been fast and reliable. They do not throttle your traffic at any time for any reason, no fair usage caps and combined with those speeds, how can you not be happy!

Due to using Openreach network I am capped to a 115Mbps upload speed, which I can't avoid unless I look into the massively expensive leased lines, or until OR expand their network upgrades to allow for symmetrical speeds. I really could use with faster uploads, even double would do. But alas I have to be content with what I have.

A big thank you to Stephanie and Martin for all their help during the sign up / setup and helping with Openreach double booking installation and causing a bit of an issue. Aquiss support is one of the best Ive had to deal with and it made things super simple. Often the same person working with you to resolve it.

Keep up this level of customer satisfaction and I'll be with Aquiss for years to come!

Aquiss are not a name many of you will have heard of, but if you're looking here the chances are you've come looking to find out more after either a word of mouth or search engine recommendation. What is said about them is true! Hands down best ISP I've had in 25 years. The product is simple - they tell you a speed, and it is consistent. They tell you a price, and they collect it. Switchover was handled like I was important, was faultless at Aquiss's end. Martin even stepped in when my previous provider started being difficult.

We've been with them for approaching 10 months and I can't recall a single fault or dropout. It's on the same fibre as my old supplier, and while I'm not technical I can only assume that Aquiss use better tech their end than the big names.

You will need your own router, as they don't provide one, but that is actually better than a lot of the kit the big names provide. Top tip - if like me you already had a mesh system in place, check if it can double as a router. Mine did, and the set up instructions from Aquiss were easy to follow.

I am pleased I switched. They're fantastic and worth every penny.

I was looking forward to joining Aquiss, but my experience before even getting connected has been astonishingly poor. I'd strongly advise prospective customers to think carefully about what sort of support they can expect when something goes wrong.

My installation was delayed until 23 November, despite having provided availability from 13 November onwards. When a CityFibre engineer visited my property, I asked about the delay and was told that CityFibre could install sooner, but that the later date had been requested by Aquiss.

Naturally, I contacted Aquiss to understand what had happened. Initially, the Managing Director, Martin Pitt, responded promptly and said he'd raised a case with CityFibre. So far, so good.

Unfortunately, things deteriorated rapidly from there.

I was subsequently told that 23 November was the earliest available engineering appointment, then given a series of unexplained technical property codes and told there was a minimum 20-working-day installation period.

I repeatedly asked what those codes meant and why the installation had been delayed. These were perfectly reasonable questions, particularly given the conflicting information I'd received. At no point did I demand that Aquiss perform miracles or suggest they were responsible for CityFibre's scheduling. I simply wanted someone to explain what had happened.

Rather than provide that explanation, Martin told me he didn't agree that the situation reflected poorly on Aquiss, insisted their communications had been "complete, concise and genuine", and closed my support ticket without answering my outstanding questions.

When I challenged the decision to close the ticket, his final response was:

"Once again I'm sorry you feel that way, but I think it maybe best, for both parties, that you look to your services elsewhere."

That's from the Managing Director, to a new customer who had simply asked why their installation was delayed.

To be clear, the delay itself was not my main complaint. Delays happen, particularly when third-party infrastructure providers are involved. What matters is how a company communicates, takes ownership of the customer experience and responds when someone asks for help.

Aquiss demonstrated remarkably little interest in any of those things. There was no meaningful explanation of the delay, no acknowledgement that their communication could have been better, and ultimately a suggestion that I take my business elsewhere rather than continue asking questions.

I'd seen positive comments about Aquiss and expected a smaller provider to offer more personal, accountable customer service. Unfortunately, my experience suggests that personal service isn't necessarily good service, especially when you're dealing directly with a Managing Director who appears unwilling to accept criticism.

My advice to prospective customers: consider how Aquiss might respond if you encounter a problem that isn't straightforward. If this is how they treat someone before the service has even been installed, I'd be very concerned about what happens when something goes wrong afterwards.

UPDATE:

For the avoidance of all doubt, 'the tone of your correspondence changed and became increasingly critical and accusatory toward staff' Martin mentions in his reply is exactly the following:

"I have to say this is not a great introduction to Aquiss, is customer service always as poor as this?"

And:

"The fact that you've just closed this ticket is absolutely a reflection on you, as is the fact you have not answered the question in my previous message. You've also taken zero responsibility for the delay or made any real attempt to explain it beyond regurgitating the information from CityFibre with the minimum effort possible. You haven't even offered an apology for the installation being delayed by 10 days. I absolutely understand that the delay has not been caused by you, but I don't think it's unreasonable for the to ask what has caused it and by my count I've asked at least three times and not received an answer – again, this is entirely in your control."