Service is awful. Actual phone system is fine, when it works

★★☆☆☆
2.5 / 5
36% of users recommend this
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Guest's review of Gradwell www.gradwell.com

★★☆☆☆

“Service is awful. Actual phone system is fine, when it...”

Written on: 21/10/2020

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.

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  • Ease of Set Up

  • Voice Clarity

  • Connection

  • Value For Money

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