Midpoint Communications Ltd - Milton Keynes

Davie D. B.

I want to extend a heartfelt thank you to Midpoint Communications for the outstanding service you consistently provide. Your team’s dedication and reliability mean a great deal—especially knowing that someone is always on the other end of the phone when we need support. Your responsiveness and professionalism truly set you apart. Thank you for being a partner we can count on.

Mik A.

Subject: Complaint Regarding Uncooperative Behaviour and Tone of Communication

Dear Support Team,

I am writing to express my disappointment and concern regarding your recent response to my request to transfer our landline number 0208 349 9636.

Rather than providing the basic information requested — specifically, the name of the underlying provider for our number and the CUPID code, which are both standard details needed to proceed with a transfer — you instead responded with a strongly worded and rather pushy email that seems more focused on persuading us to stay than respecting our decision to transfer.

I would like to highlight a few key concerns regarding your email and service:
1. Failure to Provide Requested Information:
I made a simple request to identify the current provider of the number and to supply the CUPID. This is standard information that should be easily accessible and passed on in a professional manner. Instead, the response avoided answering the request directly and added unnecessary delays.
2. Unnecessarily Forceful Wording:
Your message places heavy emphasis on a recent agreement and how “surprised” you are that we are transferring. It comes across more like an attempt to guilt us into staying than a helpful or supportive response. Using language like “on the contrary” and stating that we are “still under contract” — rather than simply helping us understand the process — feels deliberately obstructive.
3. Inaccurate Claims About Account Management Support:
While the email mentions that Stephanie has been available and supportive, in our experience, that has not been the case. Communication has been sporadic at best. It often feels like calls are being answered by someone working from home, and messages left with the office rarely result in timely follow-ups. This lack of transparency only reinforces our decision to move.
4. Poor Customer Experience:
We expected professionalism, especially during a transition. Instead, the tone of your response suggests that customers are pressured to remain instead of being supported in a smooth and respectful exit process.

We still require the provider information and the CUPID in order to proceed with the transfer, and we expect this to be provided without delay or further avoidance.

At this stage, I consider this experience below the standard we would expect from a communications company and will be reflecting that accordingly in future reviews if necessary.

Please respond by providing the requested information at your earliest convenience so we can move forward.

John L.

Great. Very impressed!
Seamless recent transition to new provider. They're always been available when needed and have made the whole process extremely easy for me.

Emily A. K.

Fantastic communication throughout! Jamie is a real asset to the company and provides excellent updates. True passion and focus to delivering outstanding customer service!!

James C.

Wouldn’t go anywhere else, always sorted me and my company out, always available when I’ve had questions or requests, incredible service and knowledge which always baffles me but I’m glad they know what they are doing. Fantastic work All, thanks for everything.

Paul M.

Absolutely brilliant company always helping and always willing to help, couldn't ask for anymore but if I did I'm sure I will get it, nice one Jaime

Mat F.

Very friendly to deal with, got a great deal with first class support. Jamie really looked after me, cheers!

Mark F.

William and Jamie have been absolutely brilliant, so huge thanks to both of them and to Midpoint Communications generally - top marks from me. Sorry for asking so many questions, though. You guys are so lovely to deal with and have been incredibly patient, helpful and knowledgeable. You are both a credit to your employer.