In reply to a post by FibreBubble:

It sounds to me that Aquiss have done nothing to expediate this failed install and advised the customer to escalate themselves, to do their job for them. I call that poor customer service.

For the first part you are only assuming that Aquiss have done nothing.

For the second part, advising the customer themselves to escalate can be one of 2 things

• A fob off
• A suggestion which produces a result, based on understanding how OR operate.

If it was a fob off, then yes, it is bad customer service. But it produced a good result. The appointment is Monday, rather than 11th April.

In reply to a post by DFScale:

For the first part you are only assuming that Aquiss have done nothing.

No assuming is required as its there in black and white

In reply to a post by CJT:

they cannot chase them because a new appointment has been booked.

I think the word 'cannot' is more accurately replaced with 'won't' as I know of more than one occasion when a mainstream ISP has chased Openreach when a new appointment has already been booked so it is possible. The fact that the niche ISP won't chase and gives their customer the Openreach CEO email to do their own chasing is really poor and surely Openreach won't be happy for that to be happening. The whole point of paying a niche ISP the big bucks is for them to go the extra mile when required which doesn't appear to be the case here.

In reply to a post by PCJM40:

In reply to a post by DFScale:

For the first part you are only assuming that Aquiss have done nothing.

No assuming is required as its there in black and white

Aquiss have said nothing about this on this thread. Maybe Aquiss spoke to a contact in the CEO's office who told them 'Get the customer to contact this office and I can expedite something for you'

I can believe that the CEO's office will not expedite for an ISP, because if they did it for one they would have to do it for all and it is far easier for them to pick and choose which customer approaches they will expedite for.

The bottom line is that the advice from Aquiss produced a positive result.

In reply to a post by DFScale:

Aquiss have said nothing about this on this thread. Maybe Aquiss spoke to a contact in the CEO's office who told them 'Get the customer to contact this office and I can expedite something for you'

Simply said an ISP wouldn't go through the CEO's office to get stuff done as they have other routes in, Its extremely clear people want to say positive things about the management of this ISP (even if they have never had any direct contact) but a customer to be told by an ISP to bypass the official process is really poor regardless of the outcome. If people here are supportive of this action then they know nothing about the official process.

I have had experience of Aquiss and my take on this is based on contact. I will at least give them the benefit of the doubt.

In reply to a post by DFScale:

I have had experience of Aquiss and my take on this is based on contact. I will at least give them the benefit of the doubt.

For me reading what the OP was told to do by the management of this ISP (unless someone is saying the OP is lying which I very much doubt) is the second unprofessional thing they have done in a matter of weeks so sadly I won't be giving them the benefit of the doubt.

If any of the mainstream ISPs had told their customers that they wasn't going to escalate a 'perceived' issue and gave the customer the CEO's email address to do it themselves there would have been uproar on this forum. Giving the ISP the benefit of the doubt seems exclusively granted to only niche ISPs.

Added the word 'perceived' for for the benefit of Pheasant

In reply to a post by PCJM40:

If any of the mainstream ISPs had told their customers that they wasn't going to escalate a 'perceived' issue and gave the customer the CEO's email address to do it themselves there would have been uproar on this forum. Giving the ISP the benefit of the doubt seems exclusively granted to only niche ISPs.

You're right.. It would be very odd for a mainstream provider to say that.. however sometimes support engineers working for big companies (beyond broadband/telco) will also say things like "I didn't tell you this but if you want to solve this issue, contact ........ and say .......". Smaller operatora may go beyond standard process sometimes to get a result.. that's why people pick them.. if a niche provider suggested an out-of-the-box solution I wouldn't ignore it.

In the end it's up to the user to decide if they are happy.

You seem to be commenting a fair bit on Aquiss, a quite small provider. You used them before? Not saying you can't comment to help users with problems, it just looks a bit odd

seb

Edited by seb (Sun 30-Mar-25 16:32:13)

In reply to a post by seb:

You seem to be commenting a fair bit on Aquiss, a quite small provider. You used them before? Not saying you can't comment to help users with problems, it just looks a bit odd

Sorry that it looks a bid odd, not sure what to now say fella, feel like I've been called up to see the headmasters having done nothing wrong 😂

In reply to a post by PCJM40:

In reply to a post by seb:

You seem to be commenting a fair bit on Aquiss, a quite small provider. You used them before? Not saying you can't comment to help users with problems, it just looks a bit odd

Sorry that it looks a bid odd, not sure what to now say fella, feel like I've been called up to see the headmasters having done nothing wrong 😂

I asked you a question.. I didn't say you had done something wrong.. Just you seem to spend a fair bit on time on Aquiss and have an issue with their CEO.. but I'm not sure why.. If's not like it's just a couple of posts.. Is there an underlying issue I'm not aware of you want to share?

In reply to a post by seb:

Is there an underlying issue I'm not aware of

No underlying issue fella, the observations I've made in the recent threads I would make if they had been done by or about other ISPs big or small.