Tel2 Reviews 5

The UK service is mainly supported from their Hero Telecoms base in New Zealand but the depth of technical support is fantastic. Matt looks after initial UK support but issues get escalated to their CTO Ray Jackson who is a real Asterisk switch expert who rolls up his sleeves and fixes things. There was a recently IAX2/PJSIP interaction issue in their upgraded switch which he fixed and gave a comprehensive report on what the problem was. I was extremely impressed.

I get the impression this service is run quite cheaply. Hence why it is very cheap to use. Customer support isn't necessarily unhelpful, but it does only seem to be one person who replies to all queries, so you're dependent on their availability.

Despite their knowledge-base saying SRTP was supported, calls wouldn't connect with it enabled.

Additionally, I had a strange call routing issue when using multiple trunks which I haven't been able to replicate on other providers.

The control panel feels quite clunky and it does feel like things are held up with a bit of a shoe string. It doesn't feel robust.

Whilst I didn't give them much opportunity to resolve some of the issues I've described, this is basic stuff which should just work. I signed up with a competitor provider today and whilst they charged a little more, the experience was flawless in comparison, without any of the same technical issues.

The Tel2 service *may* be ok if you're running only one trunk, and don't particularly care about encrypted/SRTP calls, but I would recommend spending a small bit extra with another provider who offers round the clock support which a more resilient service.

Matt on the support desk was amazing at working through the setup of Yealink SIP phone with Tel2. He worked hard to ensure that things worked correctly and was responsive to support requests and questions regarding the service.

Cloud2tel / Tel2 / Herotel were fantastic in the UK until their support collapsed.
Don't get me wrong, the service itself is very good, but there appears to be no support at all now!
I have now been advised that a company will soon be appointed to provide support..