Gradwell www.gradwell.com

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.