Aquiss

I'll be absolutely honest, I didn't even get my fibre gateway out of the box before my Aquiss connection went live, so I both setup and got connected within the first attempt (probably about 15 minutes mostly of me faffing around the UI).

I've not set/changed anything IP related other than the DNS servers to Cloudflare and it's connecting and reporting back that I have both active IPv6 and v4 connections (this is testing through certain IPv6 testing sites and the Xbox connections).

Either I got lucky or the default just worked :D .
 
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Following an ONT switch earlier this morning I'm now an Aquiss customer.

CcuqmMb.jpg


That'll do.

I still need to setup IPv6 but that won't be too difficult.
 
My experience with Aquiss in case anyone is interested.

Diagnosing an issue with SoGEA & Modems/APs - Regular Internet Drops with Different Equipment

Hi all Has been a long while since I've had FTTC/SoGEA (8 years or so), so I'm really struggling with this situation. In summary: 1. Had issues with drop outs when broadband was installed - using a DGA0122 as modem & router. 2. Had Openreach out doing some work and testing the line. Fault...
forums.overclockers.co.uk forums.overclockers.co.uk



In summary, it's been a tedious, lengthy and difficult process, and now I've found out they're ending my contract tomorrow after I asked:

"Could you please advise whether I have the ability to end the contract?"



Not quite the customer service that people here have raved about, and not sure it's worth the premium.



4x different routers/modems, all working elsewhere, all failing at my property. Yet it must be my equipment which is going wrong.
 
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MrRockliffe said:
My experience with Aquiss in case anyone is interested.

Diagnosing an issue with SoGEA & Modems/APs - Regular Internet Drops with Different Equipment

Hi all Has been a long while since I've had FTTC/SoGEA (8 years or so), so I'm really struggling with this situation. In summary: 1. Had issues with drop outs when broadband was installed - using a DGA0122 as modem & router. 2. Had Openreach out doing some work and testing the line. Fault...
forums.overclockers.co.uk forums.overclockers.co.uk



In summary, it's been a tedious, lengthy and difficult process, and now I've found out they're ending my contract tomorrow after I asked:

"Could you please advise whether I have the ability to end the contract?"



Not quite the customer service that people here have raved about, and not sure it's worth the premium.



4x different routers/modems, all working elsewhere, all failing at my property. Yet it must be my equipment which is going wrong.
Click to expand...

Really not covering themselves in glory there. I've just moved over to them so hopefully don't have the same experience as you.
 
the-evaluator said:
Really not covering themselves in glory there. I've just moved over to them so hopefully don't have the same experience as you.
Click to expand...

I’ve just been in touch with the exec team at Openreach.

They agree with me that it doesn’t sound like an equipment issue my side, and have given me an action plan on how we’re going to test and resolve.


All I’ve wanted, and had to do it myself


Also spoke to IDNet who were incredible with the support they provided, and I’m not even their customer.


Gave me loads of information, people to contact and things I can do.



What’s crazy is that anyone that followed my ID 7 issues knows I just want to pay for a working service. Had I have gotten a response from Aquiss along the lines of:

- Sorry you feel we’ve been unable to resolve
- we don’t want you to cancel, here’s an action plan we’ve put together with Openreach
- If you do want to cancel, let us know when



I’d have probably stayed and found the energy to resolve with them.



The sudden “okay we’re cancelling your service tomorrow even though you didn’t ask us to” is wild behaviour.



I would have been an easy lifelong customer - I’m incredibly loyal when I’m simply looked after, money isn’t the issue.
 
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Your having issues but for Aquiss to turn around and cancel your service whilst in contract feels like we're not getting the full picture (we've only had your side of the story so far and I don't expect Aquiss to post here about a customer even though they are active here)

I'm not doubting you but I do wonder how your emails / calls have been worded for them to get to the point of letting you out of contract early and cease your service.
 
I have nothing much to add here, other than I've read the thread with interest and hope you manage to sort things out sooner rather than later!

Of course, I don't know the finer details, but it sounds like a very poor experience.
 
Glanza said:
Your having issues but for Aquiss to turn around and cancel your service whilst in contract feels like we're not getting the full picture (we've only had your side of the story so far and I don't expect Aquiss to post here about a customer even though they are active here)

I'm not doubting you but I do wonder how your emails / calls have been worded for them to get to the point of letting you out of contract early and cease your service.
Click to expand...


My most blunt/stressy email I sent, after receiving an email to change WiFi settings:

“Hi

I think I’m done at this stage.


I’ve so much testing - more than 99% of your customers would ever do, including running products for extended periods of time without the Alien connected (and yet with the same issues). I have literally spent every evening running different variations of connections, testing the line and checking through logs when it’s going down.


Despite this, Aquiss seem intent that it’s an issue with my devices - having purchased 3 separate products, all of which have been tested at another premises (on SoGEA) without issues.


The Openreach engineer confirmed with me yesterday that RADIUS can’t distinguish between an equipment failure on my side and it disconnecting due to a line issue - the outcome you see is the same. I can’t validate this information, but to the best of my knowledge and experience with RADIUS, this is my understanding too.


I’m currently using a known-working MT992 because I wanted to eliminate any possibility that it may be a faulty new product again, and I don’t have infinite pockets to keep buying new products.


The MT992 is an Openreach G.Fast certified and VDSL modem, known for having extreme noise resilience (needed for G.Fast). If it’s dropping a signal (and it is - the DSL light goes out, rather than the Alien dropping connection), then there can only be an issue with the line somewhere.


We’re going round in circles, and I’m not confident Aquiss have the capability or desire to resolve this. I don’t have the time or mental capacity to endlessly test every outcome for you.



Could you please advise whether I have the ability to end the contract?



Many thanks”
 
It's happen to me before with Aquiss as my SoGEA 80/20 couldn't get connected. Aquiss send out engineer and they found the card line left in jumper and removed it off then SoGEA working fine. Not Aquiss fault.

You can check it via BTWholesale checker to see if FTTC (SoGEA) left in jumper (must removed it off by engineer at the cabinet!)
 
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MrRockliffe said:
I’ve just been in touch with the exec team at Openreach.

They agree with me that it doesn’t sound like an equipment issue my side, and have given me an action plan on how we’re going to test and resolve.


All I’ve wanted, and had to do it myself


Also spoke to IDNet who were incredible with the support they provided, and I’m not even their customer.


Gave me loads of information, people to contact and things I can do.



What’s crazy is that anyone that followed my ID 7 issues knows I just want to pay for a working service. Had I have gotten a response from Aquiss along the lines of:

- Sorry you feel we’ve been unable to resolve
- we don’t want you to cancel, here’s an action plan we’ve put together with Openreach
- If you do want to cancel, let us know when



I’d have probably stayed and found the energy to resolve with them.



The sudden “okay we’re cancelling your service tomorrow even though you didn’t ask us to” is wild behaviour.



I would have been an easy lifelong customer - I’m incredibly loyal when I’m simply looked after, money isn’t the issue.
Click to expand...
Yet when I had the CityFibre Nokia ONT issue IDNet support were terrible and constantly tried to blame my equipment and it took months to finally resolve.
 
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