Bought a trunking service for our 3CX system. Pricing was good and it's a fairly well known company so though it was safe. It's just a litany of disaster. The contract started with a nice email explaining exactly how the process would work. Sounded good, except not a word of it was true. There was no contact at all for a couple of weeks, even when I emailed asking for some information. I had to involve the head of the department before they even started talking to me. Porting numbers in was a nightmare, I was lucky to get a single email a day - I had 10 times as much help from the company I was leaving. The bills tripled without warning twice in the 4 months I've been with them. After the second time, it turns out the original quote I had been given was wrong though not wrong by the amount they tried to over-charge me. That remains a totally unexplained error that happened twice. The phone calls themselves are fine, when they're working, but we've been cut off from making outgoing calls twice this month due to a daily spending limit that the online system tells me is £15, support tell me is £15 but when pressed admit is £10/day on their side and isn't actually the cost on our bill, but some mysterious value on their side. Oh, and it works on a rolling 24 day which lasts somewhere around 36 hours for no apparent reason.

DO NOT USE! If I could giver lower than 1 star, I would. Almost brought my business to its knees, with it's unreliable service. 3 days no phones and nobody helping us or coming back to us. Chasing and chasing and getting nowhere. It seems being without phones is an acceptable notion to this phone supplier. Utter rubbish.

I have been with Gradwell for years. I have had no problems or reason to complain as it has worked well. All systems are as good as their ability to fix problems. Having been in touch with their customer service for weeks to be given the same response, some of our customers have this problem we are aware of it, is not acceptable. They are keen to get your business but not keen to fix problems. This appears to be a repeated problem so customers be ware

I pay my bills to Gradwell via Direct Debit. Once a month the bills go out to me and once a month they take the money. I only have one service with them - VOIP. I never buys individual extras. Nothing has changed for a few years in my service options - so nothing new. So it should be just one bill a month which they take payment for automatically. Then suddenly one morning I get a "Overdue payment reminder" This is odd - I check my bank account - monies been going out ok. I email customer services but get no reply. So I call. After a long a long wait I get through to a customer services person who says it looks fine and the money will be taken out of my account shortly. I tell him that the invoice ID doesn't relate to one in my account and that the direct debits have been going out for past payments. But to no effect. Well not quite to no effect - they have been trying to take down my negative review of their billing and customer service. I'm not sure what's going on but suspect I'm going to be overpaying by double ( which given my bill is only normally £10 - £18 is not massive ). But its galling never the less. I've asked for an explanation in writing but so far no response.

Why can I not give not give 0 stars. One star implies that Gradwell does something well. They do not. Gradwell used to be an amazing service provider but they have gone to the dogs and are beyond useless. I had moved everything away from them apart from the DNS service on the basis that what harm could that do and it was not worth the bother. HOW WRONG COULD I BE. Gradwell has basically taken me off line every morning for the past week because of an invoice that should have been credited out months ago and I have had to call every morning to get things correct and to receive assurances that it would not happen again and protestations of apologies. It is now Sunday morning and they have done it again and nobody is taking my call, responding to my emails, tweets or any means of communication. There support and services are a joke and I would strongly recommend that you do not use there services. Nobody else can be this bad.

I am feeling strongly that my own problem solving skills exceed the Gradwell Agents. It has taken three exchanges to get him to test the right line. Calling on the phone is pointless as the queue is so full it gives a message and drops the call. My issue is not business critical - but it could be. I think its time to move my voip to a better company. Been with Gradwell about 10 years.

Truly terrible service. Unreliable horrendous call quality and the gradwell service tram are spectacularly bad, you would be hard pushed to find a more unhelpful worse trained group of people. I have been a gradwell customer since 2010 and put up with this service however having recently used an alternative providers service it really highlights just how bad gradwell are. The call quality with gradwell was no comparison. Gradwells being broken and often inaudible to the caller. My advise 100% avoid this company their are many more great voip providers around with great call quality and great customer service.

I've had to work with these idiots for nearly 10 years as I'm forced to by a mutual client. Their hosting services are average at best. I've yet to speak to anyone at Gradwell with an ounce of technical ability. Despite being "upgraded" to their cloud service on a promise that they would improve their support times - we still experience massive delays for what should be simple fixes and tweaks. What's worse is that every support request is replied to (eventually) with a link to documentation that's poorly worded, and in all cases so far, incomplete and/or wrong. Do not under any circumstances purchase services from this company. I cannot wait for my client to move away so that I no longer have to deal with these complete ruddy idiots (edited to remove swears).

This company does not deserve even a single star. Since they moved our domains to cloud one of the domains stopped receiving emails. It is impossible to contact support over the phone. Yes if you call sales line it is answered within 3 rings. I believe all their clients should move to different providers. They don't deserve to be in business...

We've been clients for some years. They used to be good, but over the last few months the service has been abysmal. They managed to 'upgrade' their billing system in such a way that they completely lost our payment records. Despite having sent us a series of emails telling us that we didn't need to do anything, it would all happen seamlessly, we suddenly found one day that emails sent to us were bouncing. After a long support call it finally transpired that they thought we hadn't paid a bill - despite the fact that we were paying by direct debit, and the online portal was showing no payment due. To get service restored, we had to pay again by credit card, and then try to reclaim the over-payment. So far so bad, but it gets worsse. This has now happened three times. Every time they tell us that it is all sorted, then suddenly we find some other bit of the service stops - so far, domain name hosting, email, and now email again. Of course they didn't bother to contact us to tell us they thought we hadn't paid the bills - they just cut us off. Their attitude is absolutely dreadful - no attempt to correct the problem or admit that it is up to them to fix it. We're off. Bye bye Gradwell.

I've been with Gradwell for many years - so long that my customer number is less than 1000. My hosting account was recently migrated to the cloud (and ISTR that this was a year later than promised). The result ? My web-pages disappeared, and four of my five domains won't accept emails (give a "The error that the other server returned was: 553 sorry, that address is not in my list of allowed recipients; no valid cert for gatewaying (#5.7.1)"). Having submitted a support ticket my web-pages had reappeared, but I received no notification because one of the email addresses that they've broken is the one they use to communicate with me ! I've submitted a ticket for my broken emails, but I can't go and see if that ticket has been updated as the new reporting system doesn't provide any facility to review an existing ticket without first creating a new (dummy) one. The possibility of getting through on the phone seems to have disappeared, and messages left on their answerphone seem to disappear into the void. This is really gravely disappointing, they were a superb company once, excellent technology and products with a support set-up to match. They were never the cheapest but their other good points justified a bit of extra expenditure. I recommended them to no end of people. This is no longer the case. I'm actively looking for another provider now, with something like the attitude and ethics Gradwell had when they first started - wish me luck !

We use Gradwell for our business email hosting and forwarding and have done for years. Service levels have been slowly declining but now they have really gone to the dogs. They lost an unknown amount of our inbound emails over at least a two week period (which we worked out only from clients who contacted us by phone to ask why we had not responded to their queries). Gradwell were unable to tell us anything about the scope of the emails that had been lost and seemed completely disinterested in the fact that email is critical to our business and that not receiving emails from clients and potential customers was unacceptable to us. Tickets were left unanswered, emails not replied to, when I did get through on the phone the customer service agent basically told me there was nothing they could do and offered no apology or recognition of the severity of the issue. If service levels are important to you avoid like the plague.

I have been a long-term VOIP and broadband customer for a long time - over seven years. The broadband service was expensive but worked OK. I contacted the sales team to ask about being re-graded. They wanted to sign me up for a 12 month contract. Found a competing service from Zen Internet at around half the cost. Advised Gradwell that I was leaving, having spoken to the sales team to be faced with an invoice for one month's service that I will not be having. They claim that I did not give formal notice. This is despite giving notice by writing: "I plan on moving away from your broadband service, since Gradwell is unable to offer a switch to unlimited broadband without signing a 12 month contract. I will retain the telephone services." I also requested a MAC code, which I later learnt is now not required. I fail to see how they can claim that this is not giving notice to leave. There has been a protracted discussion about this. Rather than simply accept that any reasonable person could clearly understand my intention, they choose to argue. I find this very disappointing and will move my remaining custom elsewhere as soon as I find an alternative that provides IAX termination services.

the person I dealt with was patient and not pushy. I found talking to Gradwell a pleasant experience. I do not like being sold and I found speaking to Gradwell was my ideal level of salesmanship - not slimy and just want a sale but considerate and helpful in answering my questions. Thanks 

Ive been using Gradwell for myself and many customers for over 5 years and found the service level has reduced year on year to such an appalling service that Im currently moving myself and customers away from Gradwell. The reliability is not great but my biggest issue is that with Customer Technical Support. The response from logged calls ranges from NO response to a response days or weeks after logging to at best 1-2 days later. As a VOIP provider for business telephones this kind of response is simply unacceptable. I have one customer who has had an issue on-going for a year and no further forward in terms of a resolution. I was reluctant to move them as the services available for the package is quite good and ii would say reasonable value for money - its the reliability and service that lets Gradwell down. I could even put up with a little unreliability if they would communicate. Enough is enough - Im off.

Bad experience with Gradwell - Avoid like the plague! - If you are looking for a company that will invoice you, then immediately demand payment of that invoice as it was issued while also suspending your services at the same time, then this is the company for you!. Were a call center who have had 3 days of downtime because of these problems with this company! Customer services are rude, unsympathetic to a customers needs and change things on their terms and conditions as they please! After 8 months of service we will be seeking another provider! We will be issuing charge backs on all transactions made with the company, as they initial terms and conditions of service are in breach! as stated avoid like the plague!

I've been a Gradwell customer for coming up ten years. As they've grown they've completely lost their focus on customer service. Support tickets now take weeks to be answered. No use if you've an urgent service affecting issue, and this is usually why you contact support in the first place. You could try calling but you'll sit on hold for ages then be told to leave a voice mail which will be converted into a support ticket (and answered, if you're lucky, weeks later). I'm in the process of migrating all services away from Gradwell. It's shame as they used to be a fantastic company who actually cared about their customers. As they've grown they can't cope and have put up procedural barriers meaning the personal service is no longer. My latest issue, a billing issues where I was significantly over billed, never got resolved. Despite escalating it via the official procedures nobody ever took ownership of the issue and nobody seemed to care despite constant chasing with increasingly desperate emails. After weeks of wasted effort I claimed the money back from my bank. Migrating to new providers (no eggs in one basket this time) has also highlighted how outdated Gradwells systems are. Gradwells VoIP offering is very outdated now and has significantly reduced functionality compared to other suppliers I've tested. It's amazing BLF actually works perfectly with other hosted providers! I won't even start on the constant service related issues, always an upstream providers fault. To give Gradwell some credit they have improved stability over the years but it is still below what is acceptable to run a business. Don't even bother asking for compensation if they mess anything up, you'll be ignored or will get some impersonal policy spouted back at you. Tl;dr - Gradwell used to be an innovative, customer focused company. The last few years this ethos is out the window, it's all about growing and getting more customers. Their systems are outdated and can't cope, reliability is below average, nothing is ever their fault and the nail in the coffin, customer service is non existent.

Seriously, don't touch with a bargepole - this is such a competitive market and they offer a second rate service. We have broadband and mail hosting with them - the service regularly fails, they make changes without notifying you and the help desk do not follow up with you. Support is office hours and not 24/7 and limited at weekends. I will be moving my account very shortly.

I have been a Gradwell customer for their WEB HOSTING service since 2008. Until 2014, everything was fine, uptime was good, support was good in that they replied the same day and support staff was knowledgeable. In December 2014, my 8 web sites (all running with Wordpress) were shut down without any prior notice whatsoever. Upon inquiring, Gradwell claimed they used too much bandwidth owing to an attack on their servers. After this was rectified, I was advised to move to their new web hosting service, Gradwell Cloud, which I did.This included a new Control Panel (from Parallels). While the new Cloud server is indeed more snappy, there has been teething technical issues such as: intermittent unavailability of web sites over periods of 24 hours, the FTP server falsely reporting that it has run out of space, a very confusing and poorly designed control panel, some Apache issues, billing errors, inaccurate and erroneous help pages, and domain name management errors. I wrote to the Chief Exec, who acknowledged there had been issues with the new system, and that staff was being retrained. There was no offer of compensation. Customer support has also gone downhill, as it can take up to 2 weeks to receive a reply, although they answer the phone very quickly. To add insult to injury, support closed down for 5 days over the Xmas 2015 period, and for 24 hours over the New Year period. And as it happens, there was another web site availability issue on 1 January 2016 which lasted 28 hours, and since support was closed, nothing could be done about it. I do not know if it is their new system which is faulty, or if it is their understanding of it which is an issue. My Gradwell customer experience used to be very good, but it has now become a bit of a nightmare. I tend to think that doing business with a small company is a better choice than doing business with a faceless mutinational. It seems that times have changed. I could not honestly recommend Gradwell web hosting service in the state it currently is. I would like to keep my faith in Gradwell, but it is becoming increasingly difficult to do so.

I was actually looking around for different plans just to see what is out there but now after doing some research, I will stay with gradwell as their services are good enough for what I do. Their customer service is around when I need help. It makes sense to just stay rather than change just to change. I've been with them two years and to be fair, there seems to be a lot of these type companies out there and I don't know if any are any better than the other ones so since I don't have any problems with their plan, good enough.