Gradwell VoIP Services

**pintofmilk** · 13-10-11

If anyone is considering VoIP services I have to warn you against using the services of Gradwell.com

I have been a customer for 6 years (since the early days of VoIP) and have put up with numerous occassions of less than perfect service believing that things would get better over time. This has not been the case despite buying the recommended hardware which was expensive at £200 per phone. We have experienced:
- Phones go offline when they are actually plugged in fine. People cannot get through and we don't know about it.
- Unable to make calls.
- Calls routed to us when people dialled different VoIP numbers.
- Phones hacked and calls made on our account.

This last point occurred in March 2011 and again in September / October 2011. In the March incident we had to pay for calls that we didn't make. As a result we placed a £2 per day limit on the account and changed all passwords. 6 months later they were hacked again despite using secure Gradwell recommended passwords and the £2 per day call limit was ignored by Gradwell's system. Another £80 in call charges which I am chasnig Gradwell to refund.

The complaints process after the most recent hacking is what has really let the company down. We have been without phones for 2 weeks now:
- First turned them off to prevent further hacking.
- After chasing Gradwell for 10 days and being ignored (the don't respond to emails and their phonelines often don't work!!) and resorting to a public GetSatisfaction board I finally got some customer support. My phone was reactivated but could only dial out and not receive calls.
- Chased again for a week and resorted again to GetSatisfaction but no response from Gradwell.

I am now closing my account and chasing them for refunds.

Their technical service is hit and miss. Customer support is diabolical. Avoid Gradwell at all costs.

We have 3 phones that cost £600 that we still want to use. Anyone know a good VoIP provider?

**eog** · 13-10-11

Voipfone - UK VoIP Internet Phone Service - Hosted VoIP PBX Office Switchboard and Telephony services

They get great recommendations on UKBF

**afact123** · 28-12-11

Highly recommend Viaspec - Viaspec - Small Business Broadband, Business VoIP, Offsite Data Backup, Business Phone Lines, EFM, DIA, VPS Hosting - landline quality voip lines and very good support, also their voip services are secure. We use them for seven of our voip line extensions and and they cater to small and medium-sized businesses. Calls between all extensions are also free which is good for our business because some of the extensions are setup on the mobile phones of sales staff on the road. We also just signed up for their business broadband last month after contract ended with BT.

Originally Posted by pintofmilk

If anyone is considering VoIP services I have to warn you against using the services of Gradwell.com

I have been a customer for 6 years (since the early days of VoIP) and have put up with numerous occassions of less than perfect service believing that things would get better over time. This has not been the case despite buying the recommended hardware which was expensive at £200 per phone. We have experienced:
- Phones go offline when they are actually plugged in fine. People cannot get through and we don't know about it.
- Unable to make calls.
- Calls routed to us when people dialled different VoIP numbers.
- Phones hacked and calls made on our account.

This last point occurred in March 2011 and again in September / October 2011. In the March incident we had to pay for calls that we didn't make. As a result we placed a £2 per day limit on the account and changed all passwords. 6 months later they were hacked again despite using secure Gradwell recommended passwords and the £2 per day call limit was ignored by Gradwell's system. Another £80 in call charges which I am chasnig Gradwell to refund.

The complaints process after the most recent hacking is what has really let the company down. We have been without phones for 2 weeks now:
- First turned them off to prevent further hacking.
- After chasing Gradwell for 10 days and being ignored (the don't respond to emails and their phonelines often don't work!!) and resorting to a public GetSatisfaction board I finally got some customer support. My phone was reactivated but could only dial out and not receive calls.
- Chased again for a week and resorted again to GetSatisfaction but no response from Gradwell.

I am now closing my account and chasing them for refunds.

Their technical service is hit and miss. Customer support is diabolical. Avoid Gradwell at all costs.

We have 3 phones that cost £600 that we still want to use. Anyone know a good VoIP provider?

**Allosales** · 30-01-12

Have you tried Allo products... We have added new line of products like the Telephony cards...
More details check the website...

**pipeten** · 30-01-12

We have used Gradwell VOIP for quite a few years and haven't had much trouble with them at all. They have had occasional outages but it is pretty rare on the whole.

**accelerator** · 30-01-12

I have never looked at VOIP in detail, but seeing that you asked for recommendations, I thought of Zen. I am with them for broadband and when I looked at broadband providers a few years back they were highly regarded. They do seem to be a good company, so I would just check them out for VOIP. Do let me know what you find out if you look into them:

Broadband Voice Overview | VoIP | Business | Zen Internet

Rgds