Flextel Reviews 48

They just increased line rental per phone to 1 pound a month , now costing us 180 pounds a month more than before , and now i find my call from cusrtomers are going in to outer space , all forwARDED CALLS TO MY MOBILE SAY BUSY , NOT GETTING THROUGH , LOSING BUSINESS MASSIVELY . TRIED CONTACTING CUSTOMER SUPPORT ON INTERNAL SYSTEM WITH PASSCODE . NO ONE IS IN ATTENDANCE WAS THE RECORDING . fLEXTEL IS FINISHED . DONT WASTE YOUR TIME AND MONEY

This was a great service while it lasted.
I hope they get some funding to reverse this policy.

Until 31 July 2025, Flextel’s published terms and conditions allowed customers to purchase airtime credit on the basis that such credit, whilst non-refundable, would never expire and could only be used to pay for airtime minutes (i.e. the cost of incoming calls received on virtual numbers).

From August 2025, however, Flextel unilaterally amended its terms to impose a new mandatory monthly service charge, in addition to standard airtime and usage charges. The problematic – and arguably unlawful – aspect of this change is that credits purchased under the old terms (expressly for airtime use) are now being deducted without customer consent to fund the new monthly charge.

Crucially, customers have not been offered any right to opt out of these revised terms and to obtain a refund of their pre-31 July 2025 credits. In practical terms, airtime credit is being diverted – one might fairly say “taken” – to pay for an ongoing subscription, regardless of whether the customer has agreed to such a change.

I would urge any affected customer to consider challenging this. If you disagree with the new terms and wish to leave the service, you should request a refund of your remaining credits as at 31 July 2025. Where credits were purchased by credit card, this may be pursued via a chargeback. Where they were purchased by debit card (and thus may not be protected), the alternative is to issue a straightforward small claim in the county court (current fee: £35, recoverable if the claim succeeds).

I also recommend monitoring independent sources – for example, searching “Flextel monthly charge scam” – to keep up to date with customer experiences in obtaining refunds, whether through credit card protections or the courts.

Very disappointing.

I spent money on a premium geographic number - which because of their quite high charges for inbound calls (including "set up charges") is not often used.

Now it seems as well as being expensive for incoming calls, they ALSO want to charge us number hire for a number we PAID for in the first place.

I'm sure their T&C allow them to betray us like this, but it still feels deeply underhand.

I only realised something must have changed when, despite not using their service recently, I was hit with an email telling me my account was now low in credit.

I will still give them two stars as the service is useful, I just feel VERY cheated being given the impression that other than usage charges, if we paid for a silver / gold / platinum number, then that was that - no extra charges.

I used to promote (without any kickback) Flextel as I thought they were so good. Not any more.

Now have to see if we can actually Port our number from Flextel to a VOIP provider and then just close our account.

I think this will prove to be a greedy step too far for them.

EDIT - Your reply makes it sound as though you have been doing us a favour by doing everything free.

We paid - very handsomely - for our numbers

We pay a fairly high "per minute charge" - higher than many call forwarders.

We ALSO pay an ADDITIONAL fairly high arbitrary "connection charge" PER call, something that many Telcos abolished long ago.

I am sure you have every legal right to betray the trust we placed in you - I get that - it's just a shame to make so many customers feel that they have been wronged.

Flextel sold their service on the fact that there was no monthly charge for a number. They encouraged us to spend our own money aquiring Bronze, Silver, Gold numbers etc for which there was no monthly charge to keep - just if calls were made using it. All fair and clear.
Now suddenly introducing £1 a month per number rental. That could easily be £100 if you had collected numbers with your "Flextel credits"
Sorry have to urgently leave this previously wonderful company that I have been a customer for since at least the year 2000.

I love flextel no doubt if you truly understand how their platform works you got the best company.
I am using from last 9 months and I love it

No replies when you whatapp them they decline the calls no reply when emailing them. We have cancelled and still not received money back
Useless service

From 1st August 2025 a £1 PER NUMBER, PER MONTH will be deducted from the account balance of every single customer. That is to say, if you have 100 numbers, you will be charged £100 per month. Goodbye........

Horrible. Don't try it.

All these bad reviews for things that are out of their control...

I’ve been using Flextel for years now, and I have nothing but good things to say about them. They’ve supported my business with tons of functionality, excellent support, and reliable service—ensuring every aspect of my telecom needs is covered. In fact, I now recommend their services to my clients as my top choice.

It’s a shame to see such a well-run, reputable VoIP telecoms provider being slandered by reviews about issues that are clearly beyond their control.

If the call had originated from a number allocated to BT, would you have left the same review for them?

Once again, thank you, Will and team, for the great service!

One star minus five.
Having read several reviews below I can also add my negative experience of this service.
I received a scam call recording today which was mostly garbled except for saying that my account has been used and I should press 1 etc.
The number used 01236 473897 belongs to Flextel and the number is unobtainable when checked.
They provide a service which is used by scammers.
The owner of the number is traceable by using the online Who Called Me service.

Have used flextel well over 20 years off and on but although kept the account open tended not to use it much due to the rather strange way they charge for incoming calls. I've never known any uk service charge for receiving a call. I now regret adding a £10 monthly plan thinking that it allowed 100 outgoing minutes only to find it deducts minutes on receiving calls too. I know it charged to receive on standard payg but for incoming calls it is just not worth it so will have to look elsewhere for a main number as that side of the service let's flextel down. You should not have to pay for receiving phone calls as they will diminish credit and plan minutes very quickly. A BT/EE digital voice plan for example is £11amonth for unlimited landline/mobile outgoing calls and more importantly costs nothing (as standard for most providers) to receive calls. I have yet to come across any other uk business/residential voip providers that charge for receiving incoming calls via an app or ata adapter. Whilst the plan and credit can be spread over as many of flextel numbers you have on your acct the fact that if someone rings you you in effect pay for that too does not seem right. Calling a uk 01/02 number AFAIK has never been the case of paying to receive from the legacy pstn days to modern voip digital services. I think it is now very expensive to use flextel as an alternative for traditional landline numbers 😞

Like others, I received a call from 01724 757713 today. Clearly a scam call (an automated message from my bank - but not saying which bank - informing me of suspicious activity on my account).

I used phone number lookup UK (really good website) to find it was linked to Flextel Ltd, operating from Scunthorpe.

I looked up Flextel Ltd. They are based in Cheshire and, according to the blurb, pioneered 'personal calling'. Despite their protestations against previous reviews, if not directly involved it seems to me that what they created has helped to create the world of spammers and scammers.

This number is definitely associated with Flextel Ltd (the reverse number look up confirmed this) so my question to Flextel is, regarding your reply to other similar reviews, why would so many spam/scam callers, with (apparently) all the numbers to choose from using VoIP, chose a number associated with Flextel Ltd? A coincidence?

This company seems to exist solely to provide support for spammers and scammers. No adherence to the TPS
We get at least 40 calls per week traced back to flextel. If they're a legit company they need to sort it out as they look like cowboys

My flextel numbers are not being connected to the destination number I have provided. My flextel numbers are being connected to a unknown number in India . I say this because the person that answers sounds indian. I would like my numbers to be diverted back to my destination number. I have sent customer service an email and I'm still waiting for a response.

I have been able to speak with customer service and it looks like the issue was from my end.

I have a brand new number even family members don’t have it but out of nowhere I received a call from this number. (07822 014644) With a Asian lady talking quickly when describing the company name, a scammer tactic also the sound of the call centre workers in the background gives it away, this is harassment and I will be looking for damages if this continues, report and block this Scam company you’ve sold this number to.

A very good, well-established company to deal with with excellent customer service. Have been using this company for over 20 years now, no grumbles at all.

I've been happy with the Flextel service, it's cost effective and does the job really well. My only feedback is that the website is very hard to navigate. It's not mobile optimised and it took me a long time to find what I needed. As a customer who has appreciated the service over a number of years, I genuinely think the website will damage your reputation and put off new customers. I think you could just start again with a low cost Squarespace or Strikingly site and cut out 70% of the content, and you'd increase customer retention and new business. I'm sharing this because I value the service.

Cold called me, would never trust a service who does this.

Brilliant Absolutley brilliant. I've been a customer for years, back in 07 and 0870 days, and they've expanded to geographic numbers and 0800 numbers. You can save your callers money by switching 0871,0845 etc to an 03XXX number. You only pay once for a number and you get to keep it, no montly charges, as long as you get an annual call. If your serious about your number, they offer Monthly Plans which helps make your incoming calls even cheaper. Having a plan make it that you don't have to pay to renew numbers, if you haven't had a call in over a year. You can record your calls and the recipient sees your Flextel number. I'm sure someone at Flextel will tell me if I got anything wrong.

EDIT: I also forgot to mention they have IVR (press 1 for this, 2 for that). Call Blast, Queues, optional Text alerts (10p) and what might shock you, a free entry in the phone book