"We always receive excellent service…"

We always receive excellent service from Voipfone, however Richard has been an amazing help today, and his first class customer service has been very much appreciated. Definitely recommend.

"An excellent service"

An excellent service. I just transferred my 82 year old mum’s phone line to this service; what they offer is amazing. You can speak to the same person at their call centre, I had the pleasure of speaking to Brian. He talked me through forwarding my mum’s calls while her broadband is set up. A kind, user friendly service. I want to switch from BT for my internet and business after I see what they do for my mum. Thanks Brian for your kindness and outstanding service.

"VOIP worked straight away, no hassle."

Very impressed with products and service. Signed up for service and opted for their preprogrammed adaptor for my analog phone. Plugged everything in and it worked straight away.
Very helpful. I had a couple of queries before opting for their service and they answered promptly.

"customer service- Fixing faults"

I don't usually leave reviews like this, however my experience with Voipfone today was truly superb!
We were having issues as our phone line had went down in the office, we phoned customer services and got through to Richard who was very understanding of our problems and went above and beyond to get these issues sorted. we could not have asked for a better experience in getting this resolved! 5 star service!!

"I wanted to tI wanted to take a moment to commend the outstanding service provided by Lyndsay, Brian, Angela, and Mark ake a moment to commend…"

I wanted to take a moment to commend the outstanding service provided by Lyndsay, Brian, Angela, and Mark during our recent transition to a new communication system. Their assistance in setting up our IVR (Interactive Voice Response) was invaluable.
Each team member demonstrated exceptional customer service skills:

Patience: They took the time to understand our specific needs and never rushed us through the process.
Attentiveness: Their focus on our requirements ensured that every detail was addressed promptly and accurately.
Expertise: Their in-depth knowledge of the system was evident in how efficiently they guided us through the setup.
Responsiveness: They were always available to answer questions and provide support when needed.

The IVR system itself is fantastic and meets all of our requirements. It's user-friendly, feature-rich, and has significantly improved our communication capabilities.
What sets this team apart is their ability to combine technical expertise with excellent interpersonal skills. They made what could have been a complex and stressful process smooth and manageable.
In summary, Lyndsay, Brian, Angela, and Mark have set a new standard for customer service in our experience. They, along with the superior IVR system, have exceeded our expectations in every way. We couldn't be more satisfied with the outcome and the support we received throughout the process.

"13 years with Voipfone - a trusted and reliable company"

We've been with Voipfone since September 2011 and, except for the disruption due to a DDoS attack a few years ago, have had great service—hence our business has stayed with them. Reading comments here, I wanted to add my tuppence worth.

Whilst there was a glitch earlier this month and payment was taken early, don't listen to the drama queens talking about theft and the rest of the bull*t. It was a billing error, was quickly notified by email, and the funds were returned. TBF, the service is so cheap you wouldn't notice if it wasn't.

Take it as you find, but we can recommend them and trust them totally - that is the first glitch in billing for us in 13 years.

Some people just come here to cry and threaten as they wouldn't have have a pair to do it face to face - I'm just happy they're not one of our customers.

"excellent customer service"

we are experiencing issues with our India and UK connection. Ian was so accommodating and responsive to help us out. Courteous and very patient.

"How easy is it to move from traditional…"

How easy is it to move from traditional landlines associated with your ISP and finally move to an independent VOIP provider - with Voipfone I found it incredibly easy and would recommend them 100%.

While I still had BT Digital Voice, I started a trial with Voipfone with Gigaset Go Box 100 and Gigaset E390HX handsets. I connected both Voipfone (IP) and BT (Fixed line) to the Go Box so during the trial period I could use the Gigaset handsets for both.

I was out of contract with BT so once I decided to move fully to Voipfone I simply requested Voipfone to take over my BT number (had it 40 years), joined Gigaclear 500 broadband and haven’t looked back. Lots of features like I get emailed a audit file of any voice messages immediately. Love the voicemail blocked number message …

It is true that they messed up the billing recently, but quickly acknowledged it and refunded it back into my bank account.

Any body thinking about keeping their traditional landline number and disassociating it from all ISPs to make changing ISP a doodle. No more worrying about if your number will be ported okay. So with broadband only I fully recommend Voipfone.

I’m in my 70s and found it all very easy.

"Cannot be trusted with billing details"

Minor edits, but basically stay away, in my opinion based on my experience, this company cannot be trusted.

Company charged me twice for service I pay for. I personally view as theft - since it was unauthorised charging and they didn't bother telling me.

Upon discovering this (they didn't bother telling me), I demanded that they:
* Return the funds, immediately -- since I viewed them as stolen funds
* Cancel my service, immediately
* Then remove my card details from their systems
* Then confirm that they have done this
* Then remove my details - save for those they need for legal financial reporting - from their systems under the GDPR "right to be forgotten" insofar as the law allows.
* To properly apologise for their, as I see it, theft
* To sack the person responsible for gross misconduct.

EDIT: These things below took the worst part of a week to occur, despite repeatedly and continually demanding these things happen, until someone provided the complete bare minimum helpful response --

* It took them a week to return the funds to my card they took without authorisation.
* It took many many many emails for them to even think of apologising properly and making it possible to delete my details, account and card details
* Their "independent" (internal) complaints" person (so not really independent) did NOT arrange for my details & account to be deleted and service stopped as I demanded. They tried to encourage me to continue using a service I very very very clearly stated they should stop.
* They did not apologise properly right away and immediately address my concerns
* They blamed this on a system error. This is even worse since this means they have systemic problems that allow this, which will mask internal malicious activity.
* They have not as far as I am aware disciplined anyone with regard to this unauthorised taking of funds from customer(s)
* They have not stated what steps they have taken to prevent this in future. (If it was a theiving employee they could sack them, but they can't do that given their "reason" why they took funds in an unauthorised fashion which I view as theft)
* They did not bother to notify me when they did this.
* They did not bother to apologise when they did this, waiting for me to complain and then acting like it wasn't an issue and that billing that takes funds without authorisation is something worth overlooking.

But to be clear, taking money you're not authorised to is the worst form of misconduct a company can make IMO, and it doesn't matter if it's 6p, £1, £5, £100, or more - the principle is the same. Trust or no trust. They cannot be trusted in my opinion.

EDIT: The following was true for a week after the funds were taken:
At this instant my card provider shows clearly 2 charges from them and they've only provided a statement around a credit note.
I'm down funds (irrespective of amount, it's their mistake and how companies handle their mistakes matters, and it's wholly their fault.
They haven't properly apologised.
I have not seen a refund.
They haven't deleted by card details as I have demanded they do AFTER refunding the funds as I expect them to do.
They have not cancelled the service I have with them despite me demanding they do this.

EDIT: Note, as noted these things took largely a week to occur, some of the things I had to do (tempted to bill them for my time). I'm still waiting for a proper apology from someone actually responsible.

EDIT: NB: They expected ME to take the cancellation and deletion steps, since they refused to do this - using a link that was ONLY available after repeatedly having to badger them multiple times per day over the course of many days.

They have not actually shown an ounce of humility for taking funds they were not authorised to do so.

Utterly disgusting behaviour and in my view this company cannot be trusted with your funds nor to provide a decent service.

Go somewhere else for your own peace of mind, there are companies that get these basics right - like billing properly, delivering a service, and getting customer service right.

Additionally, this review was "flagged for containing harmful or illegal content." - neither of which are true, and it was reinstated - the timing of which coincided with being after I sent Voipfone a copy of my review - something I'm not required to do - they then also requested more details on trustpilot's systems - which if not responded to (despite them already having the review) would result in this negative review being removed. I would never trust this company ever ever again.

Update: Some inline updates based on developments over the week after funds were taken without authorisation.

If they'd actually acted honourably this review would not be here.

This review reflects my resulting opinion of them, their service and their trustworthiness.

"Really excellent customer service…"

Really excellent customer service helping me set up a new VOIP adapter.. fast, pleasant and very efficient.