Hosted Reviews 474

Not making me aware HUGE additional charges are snuck onto your invoive

We had a cold call from this company which seems to be common from reading the reviews on Trust Pilot. They advised we could receive fibre (turns out they meant "part-fibre" or SOGEA) and we signed up with them. We had connection stability issues with our old supplier for a while, so were keen for an upgrade of some kind. They also advised we needed to switch to digital voice anyway, and the landline copper network needed to be discontinued.
Our go-live date was Aug 7th and on that day the internet and phone lines went dead, no service on either. It turns out (after two engineer visits) that the network information they had on our business was incorrect and we were, in fact, only connected to the copper (DSL) network, so SOGEA was not going to work.
We are now in our 5th week and it is still not resolved. We are using an old mobile phone with a PAYG sim with our business number diverted to it. We had to beg for a cellular router, after multiple calls to their customer service and technical teams, and being told "we don't usually do that", before eventually they sent us one which our office computers, Till and card payment systems are all now connected to. It's like being on "Dial up internet" again and our business is suffering daily.
Hosted then sent us a second router which, after asking why, we were told it had been set up for DSL connection (as opposed to the first router they sent out for SOGEA) to try and get the internet and phones working. The connection on that router is so intermittent that the internet and phone lines drop out every min or so, taking 30s to reinstate. Exactly the same as the internet with our old provider, except now our phones are subject to this issue as well.
We are still barely surviving on the mobile phone and cellular router as we cannot lose countless phone calls to this flip flop of a connection, which seems fairly simple to understand but they don't want to acknowledge this at all. This, in their opinion, is a temporary resolution and they consider our current situation as "fine" while they decide what they want to do about the SOGEA connection we have signed up for.

That above is the current situation in short, and the below is the customer service we have experienced.

On "go-live" day when the connection went dead, we spoke to the customer service team and technical team. During which we enquired what their obligations were to get this resolved, with regards to time frame. They told us OFCOM give them 8 weeks to resolve connection faults, "But don't worry it wont be that, we would look to get this resolved in 48-72hrs".
Honestly, the last 5 weeks are like nothing I have ever experienced with a service provider. We have literally been pushed from pillar to post, never receiving updates to anything really. We have been told things like "sorry for not getting back to you, we've been busy, or in meetings etc" "we do have 1500 other customers to look after". It's unbelievable treatment. Shocking.
We did, at one point, manage to get our situation escalated to an account manager who called saying "I'm now taking ownership of this account, you'll be dealing with me etc etc", promising to phone back the next day with the relevant requested information. That was two weeks ago and still not heard anything from him. When we enquire about him and his promises with the other teams, we just get fobbed off with the usual "I'll raise it now" or "I'll escalate it". Nothing ever happens.
We have pretty much given up and resigned ourselves to the fact we might just be in this situation until the 8 weeks is up and they have to do something, well hopefully they have to. I've lost count of how many calls we have made to them asking for info/updates or a decision on next steps. In 5 weeks I think we have received 3 calls, one of which was the account manager.
We have obviously been asking if we can please switch/leave and try to get the network to resolve the issues ourselves but they advise that because they put the number divert on for us on day 1, our service is technically live and the early termination fee is the full 5 years worth of payments. “We own your number” were the account managers exact words.
We are a small family business and have suffered badly with this issue for the last 5 weeks, and it's us that have the begging bowl out pleading for permission to leave. 5years worth of payments to leave a service we have never had, not sure how any of this is even legal. Where is the protection for the consumer?
The whole experience so far has been devastating, but in Hosted's eyes it's someone else's fault, not theirs, and they feel perfectly validated in letting this whole thing take as long as it takes regardless of the financial implications to our family business.

Friendly, helpful, well-explained information given. Prices clear and reasonable. Highly recommend. Thank you Dan.

Daniel was excellent in his knowledge and very good service would recommend

Nice service and deals

The staff is very helpful specially Gursewak who was dealing with us

Feel let down by hosted.. not delivered on their promises and as a result of their actions and failures To negotiate a smooth transition from my old provider which they promised to do I know find my self paying more than double on the monthly fee we had agreed… I recommend to avoid this company

Yes thanks they was brilliant in helping and totally helping me to understand everything thank you

Great customer service. Everyone I spoke to about my query was very helpful, particularly Joseph who kept me up to date throughout the day.
My query was dealt with quickly and I am satisfied with the resolution.

Needed help with an old phone number being diverted to ensure business calls were still received whilst transferring to a new phone company. Spoke with Tom who was fantastic and ensured everything was taken care of in a very professional manner.

Very prompt and helpful response from Max

Dan was amazing listened to our needs and worked with us. Explains everything along the process and made this process stress free. Thank you again Dan for an amazing service. Will recommend to other businesses.

I was misled into switching to Hosted in Feb 2025 after receiving this cold call from their rep. I was told an Openreach “upgrade” was mandatory and reassured I could continue using my existing router.

They rushed me into signing over the phone and locked me into a 60-month contract without ever disclosing the term or the cancellation fees. I later received a message from Openreach confirming that no upgrade was required.

The service failed almost immediately—I was left without internet for days, which cost my business dearly. Support was dismissive and unhelpful. I was then told to buy a router for £125 to which I refused as this was never mentioned. I had no choice then to spend extra on Starlink just to get my business back online immediately. Weeks later they offered me a free router, but by then I had already gone back to my reliable previous provider.

Now Hosted are pursuing me for £2,800 on a service I neither wanted nor used. Their sales practices are misleading, their support inadequate, and their conduct damaging. Avoid at all costs.

I had a or with my phone and it was fixed straight away very friendly and professional service

Had an initial issue with the new broadband installation at our premises, Advanced Mobile Repairs. this was rectified within a couple of hours. Solid support.

Gursewak was very helpful and got your handset connected, so our business was up and running again.

Very helpful, only just started today with hosted, but the tech help was very good at getting us up and running

Major issue with our vodafone sim cards not working in france for mobile data. Problem easily resolved on my phone - it took a phone call and rebooting my phone to sort it. My wife's phone required an esim sending through by email. We followed instructions and had her phone up and working properly in no time.

Fast, helpful and efficient service