Aquiss

meandu229 said:
Introductory offers open to people moving from Aquiss 1gb -> 1.8gbps?
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Would also like to know this. I'm currently on the 1Gbps service but would love to upgrade to 1.8Gbps.

Ticket sent in to support to enquire anyway.

"At present there is no direct regrade path between older packages and higher speeds within Openreach systems. Similar to how EE have been handling, it has to be a cease and reprovision (along with all the costs to do so). This does sit sadly with Openreach internals.

As such, for now, we are not accepting movement of packages until a more professional way forward can be established. Once we have more to share this will be released."
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Gee said:
Would also like to know this. I'm currently on the 1Gbps service but would love to upgrade to 1.8Gbps.

Ticket sent in to support to enquire anyway.
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"At present there is no direct regrade path between older packages and higher speeds within Openreach systems. Similar to how EE have been handling, it has to be a cease and reprovision (along with all the costs to do so). This does sit sadly with Openreach internals.

As such, for now, we are not accepting movement of packages until a more professional way forward can be established. Once we have more to share this will be released."
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Logged into my account to see if I could upgrade before I saw your post :( .
 
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Gee said:
Would also like to know this. I'm currently on the 1Gbps service but would love to upgrade to 1.8Gbps.

Ticket sent in to support to enquire anyway.
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Sounds more like a contract thing than openreach. My guess is that as Aquiss resell Velox that Velox will be in contract with BT Wholesale? so can’t move them to Zen Wholesale without the contracts being either void or brought out. Nothing to do with openreach systems PMSL….
 
I doubt ill end up going with 1.8gbps as it would cost more than the £5 p/m to upgrade my network gear to support over gb. Patiently waiting for gb symmetrical to hit.
 
I thought u can upgraded if the price is much higher than old product? Doesn't make any sense at all if you cannot upgraded from 1Gig to 1.6Gig (if the price higher than 1Gig)
 
It says a few posts up that they don't want to go through a cease/reprovide which is the current Openreach way to handle the move
 
After a few years trying a handful of ISPs on the cityfibre network including Aquiss I am now back with Aquiss. Don't see me leaving anytime soon they are the best.
 
First impression of Aquiss isn’t great.


Ordered FTTC for today, had the email to confirm.


Today I had an email notifying me it was going live on the 22nd. No explanation.



Doesn’t look like support is open on the weekend to confirm the reason :(
 
MrRockliffe said:
First impression of Aquiss isn’t great.


Ordered FTTC for today, had the email to confirm.


Today I had an email notifying me it was going live on the 22nd. No explanation.



Doesn’t look like support is open on the weekend to confirm the reason :(
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Good Morning,

I'm sorry to read this, but there appears to be a lack of context here in order to answer this.

I have checked our tickets this morning, but unless I have missed something, I don't believe you have raised your concerns directly with us? Our support in via our official channels, to which you would have highly likely already had a reply from my team by now, if one had been raised.

We have not sold FTTC for the best part of 2 years, so I can only presume you mean SoGEA? When was the order placed? You say you have had no explanation, but if an order had been delayed, you most certainly would have had a reason, so I can only presume no delay is taking place and this is just flowing as normal.

As I say there is little context here for me to investigate, but if you have concerns, raising ticket with us is the right first step. My team may not be on the phones at the weekend, but emails/tickets are constantly being answered 24/7.
 
aquiss said:
Good Morning,

I'm sorry to read this, but there appears to be a lack of context here in order to answer this.

I have checked our tickets this morning, but unless I have missed something, I don't believe you have raised your concerns directly with us? Our support in via our official channels, to which you would have highly likely already had a reply from my team by now, if one had been raised.

We have not sold FTTC for the best part of 2 years, so I can only presume you mean SoGEA? When was the order placed? You say you have had no explanation, but if an order had been delayed, you most certainly would have had a reason, so I can only presume no delay is taking place and this is just flowing as normal.

As I say there is little context here for me to investigate, but if you have concerns, raising ticket with us is the right first step. My team may not be on the phones at the weekend, but emails/tickets are constantly being answered 24/7.
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I haven’t yet, no.

Bought a house and yesterday was the first day in. No signal in the village so I have to physically leave the area to do anything.


But yes FTTC = SoGEA. Read the email (which still refers to it as FTTC) and it stuck in my head.



I can only go by my experience in the process.


1. Place an order.
2. Pick the date (19th June)
3. Receive an email to confirm the 19th June.
4. On the day the service should be activated, receive an email to say it’ll now be the 22nd.



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No other correspondence received as to why.

Delay is communicated on the day.




The issue isn’t the delay. The issue is the lack of communication.


So going back to my original post, it’s just not a great first impression.



I will raise a ticket, but just posting my experience of a first impression on here.



Edit: just to be clear, I wasn’t posting for a response from Aquiss - didn’t realise you were on here. I posted so that others, who have been considering whether premium ISPs are worth it, get some insight into Aquiss - who are generally considered one of the better ones.
 
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Update on the above.

It sounds like Aquiss were made aware that the existing connection wouldn’t be switched off/over until Monday - they were informed of this on the 19th, hence why I heard about it last minute.


Fully respect this is outside of their control - don’t, and never will, have an issue with this.



It would have been nice to receive a non-generic email advising me of this, though, rather than leaving it for me to investigate and find out.


This would be my only feedback on the experience so far. Everything else has been great, including emails with instructions for setting up your own router.
 
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