Exponential-e Avis 12

Our experience with this company has been deeply disappointing. Initially, we engaged them for managed leased lines (Q1 2023), seeking to upgrade from 200 Mbps to 1 Gbps. However, after 1 year and 6 months of inefficiency and lack of results, the upgrade was still not completed.

Throughout this period, I found myself handling most of the communication with their ISP providers (BT and Virgin Media) directly—tasks that should have been managed entirely by them as part of the service. Their role as a managed service provider should eliminate the need for customer involvement in legal, technical, or logistical communication. Instead, I had to regularly prompt the case handler for updates and take the initiative to drive progress.

Even when issues were escalated internally, no tangible progress was made. Rather than exploring alternative solutions, such as suggesting a different provider, they simply let the situation stagnate. Eventually, we decided to cancel the upgrade due to their inability to deliver on promises. Since then, we’ve received no follow-up communication. Our correspondence is littered with lengthy email threads filled with empty assurances and no actionable results.

To provide some perspective: during this time, I successfully upgraded other offices in different locations remotely using COLT, with a seamless turnaround of just 30 days.

Adding insult to injury, as we finalize canceling all services with this company, they’ve begun trying to sell us additional services and proposing unnecessary solutions such as moving the line to another building. This demonstrates a complete inability to understand or address customer frustrations (and why I am writing this review).

In summary, this has been the worst service provider I’ve encountered. Their lack of professionalism, inefficiency, and disregard for customer needs make them wholly unfit to operate. I strongly recommend avoiding this company at all costs.

(Want more convincing, look at all the other trustpilot reviews and the only one they replied to was the positive one)

Very unethical. Sold a product, but couldn't guarantee the install - told us we had the option to cancel if there were issues with obtaining wayleave, or the additional costs were unreasonable. Turns out the additional costs were unreasonable, so we cancelled. However, we are still being charged 'pre-live cancellation fees' for a service that was never even installed. They've failed to properly address or escalate our concerns via email, and just keep deferring to general terms and conditions, stating payment is required.

EDIT: Although unhappy with the initial experience during the sales process, Amy was very helpful in escalating our complaint and achieving a sensible resolution. Upgrading to a neutral score of 3 stars to reflect this. Hopefully the whole process is more transparent and fair for others in future!

Couldn't get wayleave access, waited over a year to get an installation, they couldnt do it, so we cancelled, hit us for installation fees anyway, on the back of invoicing us for NTE that had never arrived, appalling. Will never deal with again.

Dealing with these muppets was like pulling teeth. They are obviously a bunch of chancers offering cheap services but at a price. Zero support and the company I was working for had a professional Ransomware Attack because the 'hosted' VPN these idiots you pay for to manage was hacked using a guest account which they did not patch.

Amy was very helpful and helped me resolve my issue. She walked me through everything step by step and explained it all in detail. I have renewed my contract with her. I was originally unhappy but she came straight to me to resolve my problem. I amended my review as i feel she has resolved it.

Worse service provider in the UK. Do not use any service from this company. They are not dealing with your issues, they are liars and they are not helping at all. They do not help customers, their service level is lowest in the UK.

Migrated licence services to them and could not have been more helpful and got us about 10% saving over direct purchasing.

I'm just waiting to get away from these people now. Their accounts dept seem to take months to achieve anything so it's far too late to sort it out once the paperwork shows up. The sales people left me feeling like I'd been sold something I didn't want. The authentication system itself has a confusing and unhelpful interface. I find it difficult to think of anything good to say about them.

Very glad to be moving on from Expo-E
Phone system is expensive and awful
Service is shocking and deceitful about prices & contracts.
They never gave anything in return for all the business we sent them.
Leased line was reliable whilst on BT but when they swapped to Virgin it went wrong. Expensive too.

Really poor service. Take weeks to process any changes. No one responds to emails, cant talk to anyone on the phone. Just all round rubbish

Refuse to support business impacted by COVID. Will be leaving as soon as contracts up.

Extremely disappointed. We have been using a fraction of the service we are paying for and once Coronavirus hit us we have tried to reduce costs however we can. Exponential-e refuses to reduce our service level and associated cost. They are so unhelpful and uncaring. I don't recommend them at all.