Gradwell Reviews - www.gradwell.com

★★☆☆☆
2.5 / 5
36% of users recommend this
  • Ease of Set Up

  • Voice Clarity

  • Connection

  • Value For Money

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Latest Reviews

★☆☆☆☆

“DO NOT USE!”

Written on: 19/02/2020 by Ianm357 (1 review written)

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… Read Full Review

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★☆☆☆☆

“Fixing Problems”

Written on: 28/05/2018 by zgBradley262 (1 review written)

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… Read Full Review

Natczarnocha's Comment

Written on: 19/06/2019

I'm not a technical person however I was introduced to VoIP and Gradwell about 7 years ago and without shopping around I subscribed to their "service"
It served a purpose but there was a lot of technical issues and down time and nobody ever returned calls. Seven years ago landlines were a vital part of my business and losing them for hours or even days sometimes was challenging. Worst part no one ever returned calls.
But nothing compares to the experience with them over the past 2 weeks. We started to receive emails from them saying we are reaching our limit on outgoing calls. Something that can never happen as 99% of our landline use is incoming.
We responded to every incoming email from Gradwell saying its impossible that we're reaching our limit but without any response.
They suspended our service!!!!!
I has to call them about 4 times to finally get our service reconnected.
Then the issue of these calls. It turns out they were being made to a premium rate number which was not the case. They told me it was to a government department which is unlikely on a premium rate service and eventually agreed to credit our account with that amount.
Then the invoice came through which included the premium rate calls without the credit. I emailed and requested they credit the account as agreed and not draw that amount from our bank account. Email ignored as were the following 2 more.
On Friday before leaving the office I sent an email categorically forbidding them to enter my bank account under any circumstances and take that money without the credit.
Monday morning I arrive at the office to see they had taken the money. Fortunately my bank were very helpful and reversed the payment.
I immediately emailed Gradwell and told them what I had done and asked them to call me.
I heard nothing, but my entire service has been cut off no in or outbound calls.
Thankfully I have alternative landlines and all my clients were notified without disruption.
Would I recommend Gradwell
ABSOLUTELY NOT.
STAY AWAY FROM THEM

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★☆☆☆☆

“Incorrect Billing And Poor Customer Service”

Written on: 23/03/2018 by MaximKenney247 (1 review written)

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… Read Full Review

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★☆☆☆☆

“A complete disaster of a company”

Written on: 15/10/2017 by Purpleski (1 review written)

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… Read Full Review

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★☆☆☆☆

“Dreadful support ”

Written on: 25/03/2017 by 40Jackson (1 review written)

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… Read Full Review

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★☆☆☆☆

“Avoid Gradwell at all cost. Terrible service ”

Written on: 03/03/2017 by GilbertFranklin (1 review written)

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%… Read Full Review

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★☆☆☆☆

“The worst support team I've ever had to suffer”

Written on: 24/02/2017

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… Read Full Review

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★☆☆☆☆

“Customer service”

Written on: 09/02/2017 by Chaneyle274 (1 review written)

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… Read Full Review

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★☆☆☆☆

“Abysmal service”

Written on: 25/01/2017

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… Read Full Review

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★☆☆☆☆

“Why has Gradwell gone so far downhill ??”

Written on: 01/11/2016

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… Read Full Review

Bobunitt's Comment

Written on: 04/11/2016

Ten days since Gradwell lost the incoming email to all but one of my domains in a forced migration to the cloud. Four days since I submitted a support ticket on the issue, which hasn't even been looked at, let alone acknowledged. If this is how Gradwell treat a customer of over ten years standing, consider how they might treat you once they've got your direct debit working (It's telling that a direct debit issue is the only one I've actually had a support response on).

Avoid like the plague !

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Bobunitt's Comment

Written on: 07/08/2017

At long last it all works. Support seems to have improved somewhat of late, perhaps they've been reading their reviews...

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★★☆☆☆

“Really gone to the dogs, avoid!!!”

Written on: 23/07/2016 by Campbell135 (1 review written)

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… Read Full Review

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★★☆☆☆

“Terrible customer service for a long-term customer”

Written on: 29/06/2016 by microdatasys (1 review written)

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… Read Full Review

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★★★★☆

“Initial sales contact with Gradwell”

Written on: 14/06/2016 by Rupanna (1 review written)

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 … Read Full Review

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★☆☆☆☆

“Shocking service from a sizable provider”

Written on: 28/04/2016 by AdamHays (1 review written)

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… Read Full Review

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★☆☆☆☆

“Avoid!”

Written on: 30/03/2016 by 134Ramsey (1 review written)

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… Read Full Review

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★☆☆☆☆

“Used to be good. Don't care any more and outdated systems”

Written on: 14/02/2016 by Matthewsfj458 (1 review written)

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… Read Full Review

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★☆☆☆☆

“Amateurs - mail hosting and broadband”

Written on: 22/01/2016 by Marthaw1991 (1 review written)

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… Read Full Review

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★★☆☆☆

“Gradwell Web Hosting Disappointment”

Written on: 04/01/2016 by MelodyVelez (1 review written)

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… Read Full Review

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★★★★☆

“local, good”

Written on: 09/11/2015 by xeHastings70 (1 review written)

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… Read Full Review

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★☆☆☆☆

“AWFUL Customer Service”

Written on: 28/09/2015 by NathanaelBenson (1 review written)

Have had a problem with our usage quite for 3 weeks now. 2 support ticket open, I have to chase them as they never update you or call back even when you email/leave message/raise a ticket. I have read on other sites that customers alike are left without support for weeks. Worse Customer service. To put it bluntly when things go well, yes sure it is an OK company but if your business depends on it, go elsewhere. Not worth the hassle. Feels like it is a two man company and they clearly cannot… Read Full Review

Teamexperience's Comment

Written on: 30/09/2015

We're very sorry to hear that you have had a this experience. Will you please privately email your specific contact details to us. Our team will escalate this to the head of support right away. The Gradwell Team

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