Aquiss Limited Reviews 357

I agree with all the favourable comments on Aquiss here. From when I first joined and the fantastic Florence talked me through how to get my router to work and for the main man, Martin to resolving a knotty issue with Cityfibre (more on them some other time as I won’t f and blind on here) talk of pastoral care for their customers, this team have got it to a T. Are they the cheapest ISP around? Debatable, but there are some things that are worth more than money and as long as I can afford their service I’m sticking with them.

Martin has been great, Vodafone gave us mixed information. We have since left Vodafone and will see how things go.

Thank you for your great help!

Long story short, TLDR: I am a bit of an IT geek, aquiss provide the geeky features I want. I have recently aquired a chronic condition that put my financies in dire-straits, and Aquiss (Martin) agreed to a request and then some.

I felt compelled to write this, as I was looking at other suppliers to cut costs, and just getting to speak to someone with the others made me turn to Trustpilot to leave them a negative review. And with my recent experience with Aquiss meant I felt duty bound to leave them a good review.

Unfortunately I aquired a life-long chronic conditing that meant I've spent a lot of time off in the last year awaiting treatments. As you'd expect, almost a year of this has resulted in financies being, well, a mess, and in the last couple of months, bills have slid a bit.

Worried my services were going to be impacted, and what would be the wrath of the missus and my boy, I got in touch with Aquiss to ask for a bit of leeway with a single bill. Without going into detail, Martin the director went further than I expected - totally unexpected nor, strictly speaking, needed as things are likely to improve for me in the near future (no, it was not a free pass, nor would I expect it!).

I almost feel guitly for considering leaving. But after the time wasted this morning trying to look at alternatives, I will not be going anywhere.

Just to give an idea of their customer service:
• They give the heads up of upcoming maintance (which all networks require).
• They don't shy when things go wrong (things happen, and they are open and transparent about this, often going into a little technical detail)
• They do not pretend to be something they are not - marketing sticks to 'calling a spade a spade'. Not flashy graphics - just service.
• No abhorrent and poorly executed customer service AI. You speak to a real human, and a human who knows exactly what they are talking about - if you know about Dilbert, and the "he's got the knack" youtube video (it's a good one, go and waste a few minutes), I get the gut feeling this applies to the folk here.
• They have a WhatApp channel that keeps you up to date.
• In the single occation when my services went down, they were transparent and actively get take onboard customers experience and inputs in order to quickly diagnose and solve the problem. Problem was quickly solved.
• They have multiple quality option availble due to having CityFibre and OpenReach as their upstream providers - both have excellent networks.

Going with Aquiss may require a bit of setting up on your end, but there is a good community and guides on their website. And I appreciate that some simply want a 'plug it in and forget experiece'.

However, for those of you who have a bit of know how, setting up shouldn't be an issue at all.

And if you are after more than just a internet access, such as fixed IP addresses (V4 and V6 blocks), Name server delagation, domain names, updating PRT records, and unlimited data limits, etc, Aquis is a no brainer.

In terms of value, they really aren't all that more expensive than other mainstream suppliers. And in some cases, cheaper. Yet you get so much more.

As it stands, as long as Aquiss keeps doing what its doing, I'm not going anywhere, and I will be recommending it to other fellow 'better-than-average-IT-competant' friends and family.

If you value your time and want to keep stress levels down, and really just want to deal with transparancy and not crappy AI bots for customer service, or clueless human agents - save your hair and give Aquiss a go.

I was a little hesitant when I signed up back in May last year, following a pretty awful stint with another mainstream provider. Their price rises, customer service and brutal renewal practices (at the time) forced me to look elsewhere.

You get personal customer service with Aquiss, and you feel as though you are supporting a family business. Martin and his team use WhatsApp to provide updates to all customers on any expected issues.

Connection, speeds and reliability has been 10/10 since we switched our FTTP to Aquiss, with good value for money and no BS.

I joined Aquiss over a year ago when switching to FTTP. Happy to report that in all that time we have received the advertised speeds continuously, bar one single five-minute outage. Even though that was unplanned, we were still alerted before it hit, and so knew it was a temporary issue that was being dealt with. This superb customer-focussed approach is worlds apart from my experience with other ISPs, and I am very happy to continue using them for as long as the service remains at this level.

(Review updated March 2025 in view of continued excellent experience)

Still providing great service. There have been issues lately with the underlying infrastructure but I have been kept informed by very helpful and friendly staff

Excellent customer service, even if it was my fault, they answered my email within 5 minutes at 8pm at night, and gave me the advise I needed in one email. Excellent service

Great broadband supply, never drops an has been the best we've ever experienced,overall. We've not had to use customer service much but when we did,I got the help needed and even received a reply on a Sunday. Other companies should take heed and follow suit.

15 years of dreadful service by numerous UK ISPs made me loose faith in the industry. Christmas day 2023 I got an email from Openreach saying the fiber in our area was live. I did a quick search and stumbled across Aquiss. I decided to sign up (again on Christmas day). I had a few questions about static ip addresses. I was quite surprised to get a reply from Martin on what should of been his day off!! I thought that I was sad😂 A few weeks later, our service was live. Our connection has been rock solid. I had to put a request in for Ipv6 static address. This took less than a day to resolve raising a problem ticket. To Martin and the Aquiss team, thank you for restoring my faith in the industry!!! Cheers

Completely reliable service with a local identity..highly recommended.

Been on the 1G up/down FTTP plan with the company for about 6 weeks now and really happy. Customer support, comms (via raised tickets, email and WhatsApp) and overall service is excellent. Even a quick phone call from Martin to sort out a (personal) router configuration issue I had made me really happy I chose Aquiss, especially after being with VM for years. The problem with my router setup was sorted within half an hour of me raising the ticket.

This is the first time I've had an ISP that actually provides what they say they're going to. In the rare occurrences where I've had an issue, they've been in contact the whole time and always speedily resolve any problems.
I'll be sticking with this company for as long as they remain how they are. Would highly recommend and have done so already to friends/family

I've been with Aquiss for 3 years now on their 1000Mbps plan. Outages are pre notified on WhatsApp channel and on their portal which is useful, plus any network issues are shown there too.

The service from Aquiss on the rare occurrence of problems is outstanding. They provide excellent and regular feedback on progress and what's actually wrong.

I did not have any problems so far The only time I needed some help was in the first day after setting up my router. I called the support line and less than 5 minutes I got person answering the call and not a machine! The person on the phone, attentive, and was able to answer my question.

I also like they recently created a whstapp channel, so every time they are doing some maintenance or detect any problems in a area, I get notified.

After a long wait for FTTP, I decided to give Aquiss a try, having set up my Unifi system in the house. I received an appointment date and the Openreach engineer promptly turned up at 07:00am on the day. By 08:15 I was up and running at full speeds given I had the PPPoE credentials handy without the need to contend with a naff ISP-provided router. Outages and planned maintenance are posted in the handy WhatsApp channel and I've experienced no issues so far. The offer of a static IP has also made self-hosting even better. An exceptional experience so far.

Absolutely first class service. Had been struggling to upgrade my speeds with BT/EE due to being stuck on legacy equipment at the exchange, the solution ended up being to order a second line before cancelling the first.

Since the initial point of contact Aquiss have been very quick to respond while being friendly, helpful, and extremely knowledgeable about every aspect of the FTTP system. They absolutely dug me out of a whole mountain of... ahem... dirt!

In short, highly recommended.

Have been with Aquiss for nearly a year. Just upgraded to FTTP which become available. Was faultless switch and well communicated.

First I must say I was always impressed with Aquiss and the fact they are a small team and look after their customers as much as is under their control.

No I used to work for Sky Broadband and I know about the regulations around broadband and what the provider is responsible for,

Last June I contacted them as I was struggling with the payment of £42 per month, Martin was great and helped me downgrade to a lower package and gave me a new customer discount for 6 months for £16 p/m this ended when it was suppose to and I was happy with this service.

I contacted them this month March to advise them i was now struggling with the £32 p/m for the BB as the offer had ended, I decided to give them 30 days notice to move to a non openreach provider. They accepted this.

no issues i thought all good, then on the same day i get notification of ETC's I was expecting this as i still had 2 months left of my contract, but surprise a notification from my bank on that same day informing me they tried to take £109 for ETC's plus my original bill of £32. and they tried multiple times from then until today and in fact I just got another notification they tried again as I write this review.

Now I was expecting this but the fact that I advised them I was struggling due to cost and I had been with them almost 4 years and was moving to a provider that offers social broadband packages for those on low income and i could get VM for £12.50 p/m a huge saving they then decided to hit me with such a large bill and then terminated my service before the 30 days was up, and gave me no notice of a minimum of 14 days before requesting payment from my bank infuriated me.

It is safe to say they have pushed me to the point I will never return to them as this is not how it should work, lucky enough my new provider was active the day before Aquiss turned my service off was a lucky stroke.

I am honestly shocked to see some of the negative reviews of Aquiss on here, most of which relate to problems of a third party and customers blaming Aquiss.

I was one of the first FTTP customers in my area and I selected Aquiss because I knew of their technically-capable support desk, and no-nonsense approach to transparency, predicting that Openreach would do something wrong.

Seems this was a good choice, Openreach had built the network wrongly and therefore NO-ONE in the area was able to get service. Aquiss were responsive throughout the process, getting a fast escalation within Openreach and keeping me informed at every stage along the way with complete transparency.

It is such a refreshing change to have someone that you can call that actually understands what a PPPoE Access Concentrator and an LNS is and doesn’t reply with a scripted answer or “computer says no” - compare them to providers like Vodafone, where you can’t even reply to a ticket now if it doesn’t fit in their drop-down options.

Conversely, from others’ experiences, they’re also good at dealing with less technical customers and can explain things as simply or in as much detail as you want.

They are a small team, so don’t have 24x7 call centres (but this is a good thing imho, if you raise a ticket at any time and there’s an outage, you WILL get a prompt response - from someone who knows what they’re talking about!), and they’re not the cheapest but they don’t have to be.

It’s good that there’s still companies out there that care about customer service rather than joining the race to the bottom (both in pricing, and the barrel it seems!)

Ultimately, I can’t fault them, and wouldn’t hesitate to recommend them to anyone!