Hosted Reviews 474

Very polite and helpful. Passed to manager to progress.
However following this, I feel I have been severely let down by Hosted in dealing with my case and charging an extortionate amount to cover my termination fee when they had led me to believe they would cover the costs from my previous contract, I would not recommend them to any small business.

Spoke with Dave, was very knowledgeable and helpful. Managed to switch my services very quickly with no hassle and saved me on my monthly bill. Would definitely recommend

Well… I believe Jacob has turned things round
Was absolutely fuming fingers crossed we move on and get on with business

I was dragged in to a deal to switch over from BT and was promised better service plus less rental and charges.
I would like to stress that this company is really run by bunch of cow boys where one hand does not know what 2nd hand does. I am in to a Pharmacy business where the phone and broadband is an essential requirement but due to switch it tok them nearly 2 months to fix the problem and provide me with fully running broadband and landline. Moreover, i was promised that the switch will happen automatically and i will not have to do anything, It never happened automatically and i ended up paying 2 months rents to both hosted and BT. Now finally, trying chase the payment which i was promised and not getting responses.
Lastly, only came to know that the overall charges will work out more than what i was paying to BT because they did not make it clear that the total amount i will be paying to them will not include shire rental equipments and it will cost me separate which will cost me more than what i was paying to BT.

PLZ PLZ DO NOT GET IN TO THEIR TRAP WHEN THEY CALL YOU TO SWITCH OVER. THEY ARE RATED AS 0 IN CUSTOMER SERVICE FROM ME.

Adam smith called me and offered me a great deal for my business i would definitely recommend any business to speak to adam

Great service! Abi helped me to resolve a billing issue and sorted everything out in one phone call

Update April 26

Took it to the Communication Ombudsman who ruled in my favour on all counts:
1) found Hosted (Onestream) has mis-sold a 60 month business contract
2) experienced a degraded broadband service
3) experienced poor customer service when Hosted failed to investigate
-----

Can't get any response to my requests/updates for support on my flaky FTTC line and no response to account enquiries.

Ordered a consumer 12m FTTC Broadband contract with Onestream in Jan 23. They identifed me as selfemployed and moved the order to Onestream Business, which over time got shifted to Hosted as another part of the same group. I've stuck with the line as Openreach have been promising FTTP buildout in my area and didn't want to be stuck mid contract when the chance to move came.

Created a support case at the beginning of December as the speed on the line has dropped below Openreach's handback levels (and min guarantee when i signed up to Onestream) and more importantly kept failing during the day.

Mid Jan, FTTP finally became available, and Hosted support say this would resolve my issue and try to sell me a new product,
a) i no longer really work through the business
b) i'm not happy with support response times

So I order an FTTP line through a consumer ISP as a new line, unticking any switchover options.

Hosted tell me it has been processed as a takeover order and that i'm in actually a 5 year contract and liable for remainder of the term!

I've never had a contract for a 5 year term and bizarrely looking at the dates they provide, it must have been created 6 months after my line was first installed. I suspect some account shenanigans.

I reply immediately stating my case and also that Ofcom regulations state small businesses under 10 mustn't be give terms over 24 months. I ask for any evidence of agreement to this 5 year contract.

No response. I chase. no response. I chase again, no response.

I need Hosted to at least have a conversation with me.
If the FTTC product can't be made to work then it should just be terminated, I can't/shouldn't be forced into taking their FTTP product.

---Email chain---
from: help@ hosted.co.uk
to: xxxxxx@ gmail.com
date: 22 Jan 2026, 16:14
subject: HOSTED - Urgent Attention Requested

Dear Steven,

We hope this email finds you well.

This email is being sent to you as we have received a request from a third-party provider to take over your SOGEA service (VFS266471) on 11/02/2026.

Please be aware that due to the One Touch Switching rules, the pending order may need to be cancelled by your gaining provider.

We would like to bring to your attention that you are still in contract until 23/07/2028 with Hosted and therefore should your service leave prior to your contractual end date, there will be early termination fees applied which currently equate to approximately £811.28(exc VAT).

----
from: xxxxxx@ gmail.com
to: help@ hosted.co.uk
date: 22 Jan 2026, 16:37
subject: RE: HOSTED - Urgent Attention Requested

Hi

I did order a new consumer FTTP line to my property. I did not ask for a takeover. I expected it to be installed alongside. This is whilst I am winding up my limited company.

However, on the threat of termination charges.
I originally ordered a Onestream consumer product. Which was changed to a Onestream business account after i completed the order as i'd entered i was self employed with a Ltd company.
I have NEVER and would never have agreed to a 5 year term.
Please provide me with the contract detail and audit trail if you believe that such a contract exists.

I would also note that such a contract not have complied with Ofcom's rules for businesses (General Condition C1) www ofcom org uk /phones-and-broadband/coverage-and-speeds/gen-conditions, that have been in place since 2016.

-- Extract from Ofcom website re: selling small businesses under 10 ppl --

Whilst I realise some of this happened before the business moved over to Hosted, I'd appreciate if you could explain why you feel the Ofcom rules don't apply and what contract documentation is in place.

----
from: xxxxxx @ gmail.com
to: help @ hosted.co.uk
date: 27 Jan 2026, 12:45
subject: RE: HOSTED - Urgent Attention Request

Please can i get an update on the contract status or findings you have made?
I would appreciate someone contact me regarding this (mobile xxxx).

Given that the line has had an issue since 4th December that has not been able to be resolved, I am minded to allow this line to terminate with the SoGEA takeover even though that wasn't my intention.
I'd also wish to terminate the associated voice line product.
----
from: xxxxxx@ gmail.com
to: help@ hosted.co.uk
date: 30 Jan 2026, 08:04
subject: RE: HOSTED - Urgent Attention Request

I need someone to contact me regarding this.

--note. email/web addresses were correct but not allowed on TP

Initially I left 1* because of poor customer service. HOWEVER, with the issue being resolved, eventually, I’ve bumped my experience up. I will still stand by the fact that there was a problem with lack of communication. And an immense amount of chasing on the businesses part.

James provided me with an excellent system for my business. Would highly recommend hosted! Thank you James

Very disappointed with hosted we have phone / Broadband they upgraded our package because my contact had run out which was running fine no issues was told we would go live on 30 th December 2025 didn’t happen so we had no phone lines no internet as we have sky glass tv no tv as we’ll because we are a business I couldn’t take card payments no phone calls so I had to close I contacted them they said we will look into it never heard anything I phoned again same answer this went on for days eventually got sorted 9 days later so I lost a lot business I then get my bill they have charged me for my old contract and my new contract and no compensation for the loss of business in excess of £4000.00 they have taken £26.00 off my bill would not recommend them to anyone service very very poor The Royal Oak Drimpton DT8 3RD

Promised will get same service and better experience but at the end caller ID wasn't work and ask you pay more for extra services and buy extra devices to use their services. And they don't tell you that you got a very long term contract while you sign out their service.
Don't use this company!

Possibly the worst experience I’ve ever had with any company.
Promised me the number after buying a business and wanting to keep the same phone number. Cut off after two weeks, said I’d not paid bill, despite signing a new 2 year contract, then realised the mistake so resumed my services. Two weeks later, no service again, customers saying number not recognised. They’d took my business phone number that had remained with the business for years, and said the contract was for a new number. No sympathy, no explication or phone calls and still no service after a week of complaints and calls. Just cancelled my contract today and moved to another company.

Luke Gentle was very professional and sorted our account out quickly and efficiently

Adam Smith was very helpful, understood our needs and tailored a package to suit. Highly recommend

Charlie was super friendly and very informative, and gave me all the information I needed. He explained things simply, which helped me make the correct decision for the business.

I have contacted him about my bill as the contract suppose to be around 50 pounds a month but keep getting charged 90 do not waste your time with them as I have no choice but contact the ombudsman useless

Thank you so much for your help today.from the 5 th of November when I started this process ,in the 11 weeks you have been the most helpful and I now have a phone that works

Was very friendly

Good quality service!
Thanks to Luke

Dan Carpenter was very helpful and we got an amazing deal for broadband. I’m a bit worried having now read some of the one star reviews but hoping these are unfortunate exceptions.