Soho66: most-reported complaints
Automated analysis of 254 public Trustpilot reviews published 2017-11-18 to 2026-08-28. TrustScore 4.9 from 2,179 total reviews — see the Trustpilot page. Quick answer: is Soho66 legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 39% of the 49 complaints identified across 254 reviews. Other frequent issues include support being unreachable (18%), poor core service quality (14%), and difficulty canceling the service (12%). The trend for unhelpful support is rising, while the other three issues remain flat.
How to reach Soho66
These are the contact details Soho66 publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 03333 443 443, email [email protected], address Silksworth House Stables, Warden Law Lane, Sunderland, Sunderland, SR3 2PD, GB.
The company claimed its Trustpilot profile on 2014-05-09, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-04. Trustpilot ranks it 2 of 48 in Phone and Internet Service. We last checked this profile on 2026-09-24 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 2 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Anyone using Voipfone for business use?”, “Looking to setup a wireless 3G network at home..............”.
Elsewhere: 4.2★ on Google (13 reviews)
TrustScore over time
4.9 → 4.9 across 5 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (100%, 24.0d) · 2026-08-27 (50%, 24.0d) · 2026-08-30 (50%, 24.0d) · 2026-09-08 (100%, 17.0d) · 2026-09-24 (100%, 17.0d).
Severity: 16% of this company’s 49 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Measured reply time: across 72 negative reviews that received a public reply, the median wait was 4.7 days — the company profile reports an average of 17 days. The two are measured differently: ours counts only replies we captured to negative reviews.
Reply quality: of 72 company replies to negative reviews analysed, 40% engaged with the specific problem and 18% were generic templates.
Review provenance: 178 company-invited reviews in the recent window average 4.93★, while 26 organic (uninvited) reviews average 4.42★.
40% of its 192 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 39% of this company’s complaints vs a 38% median across 97 ranked companies in its sector.
Review velocity: 98 of this company’s 2,179 Trustpilot reviews (4%) were written in the last 12 months.
What are the most common complaints about Soho66?
Support unhelpful
19 reports · 39% of complaintsrising since 2023-06“The colleague handling it was on annual leave the entire time. Our business line stayed dead throughout.”
The company replied on 2026-09-04: “Thank you for your review. While we are sorry that you were dissatisfied with your experience, we do not believe this review presents a complete or entirely accurate account of the circumstances. We…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Still not working as it should and I have been waiting and chasing Blane for a call back for 48 hours now with no luck.”
The company replied on 2022-05-16: “Thanks for taking the time to leave a review, from the tickets I can see that the team have identified a hardware issue and we have sent out a new handset for you hopefully this should resolve the…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“The calls received on that number and transferred don't match at all.”
The company replied on 2020-09-24: “Hi Jake, Thank you for your review. We're sorry to hear of your experiences with our Virtual Receptionist service; we don't unfortunately operate a 24/7 service as our operating hours fall between…”
Our classifier read this reply as a deflection.
Support unreachable
9 reports · 18% of complaintssteady“the process to cancel the service took us months, you can't talk to anyone and they make it as difficult as possible”
The company replied on 2019-04-10: “Hi Ian, Thank you for your review. We're sorry you feel this way in regards to the service we provide as well as your customer service experience. I'm afraid for security reasons, all cancellations…”
Our classifier read this reply as a deflection.
“I contacted customer service twice and didn't receive an answer.”
The company replied on 2025-12-22: “Thank you for updating your review and rating. We’re sorry for the initial lack of response and appreciate the opportunity to resolve the matter with a full refund. Your feedback is valued and helps…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Have consstant phonecalls with nobody t the other end”
The company replied on 2025-06-04: “Hi Hannah, Thank you for your review. You've been using our service for 18 months, and during that time, we’ve discussed the same recurring issue on multiple occasions. Each time, our team has…”
Our classifier read this reply as a deflection.
Poor core service
7 reports · 14% of complaintssteady“95% of the calls do not come through on my business line”
The company replied on 2021-01-27: “Hi Chai, Thank you for your review. We can see that you forward your calls to an external mobile number in the first step of the routing. In order to do this, you would need to add call credit to…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“Still not working as it should and I have been waiting and chasing Blane for a call back for 48 hours now with no luck.”
The company replied on 2022-05-16: “Thanks for taking the time to leave a review, from the tickets I can see that the team have identified a hardware issue and we have sent out a new handset for you hopefully this should resolve the…”
Our classifier read this reply as a substantive response.
It promised: a replacement.
“The calls received on that number and transferred don't match at all.”
The company replied on 2020-09-24: “Hi Jake, Thank you for your review. We're sorry to hear of your experiences with our Virtual Receptionist service; we don't unfortunately operate a 24/7 service as our operating hours fall between…”
Our classifier read this reply as a deflection.
Hard to cancel
6 reports · 12% of complaintssteady“The colleague handling it was on annual leave the entire time. Our business line stayed dead throughout.”
The company replied on 2026-09-04: “Thank you for your review. While we are sorry that you were dissatisfied with your experience, we do not believe this review presents a complete or entirely accurate account of the circumstances. We…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Soho66 are refusing a refund of the 9 invoices for the duration the service was never used.”
The company replied on 2020-05-07: “Hi there, Thank you for leaving us a review. As we have stated in our correspondence to you, we are unable to find any record of a cancellation request in July. We did not receive any email from…”
Our classifier read this reply as a substantive response.
“the process to cancel the service took us months, you can't talk to anyone and they make it as difficult as possible”
The company replied on 2019-04-10: “Hi Ian, Thank you for your review. We're sorry you feel this way in regards to the service we provide as well as your customer service experience. I'm afraid for security reasons, all cancellations…”
Our classifier read this reply as a deflection.
Billing errors
5 reports · 10% of complaintsrising since 2023-06“Suddenly closed my account after I ordered and didn’t even refund me...”
The company replied on 2021-03-11: “Hi Kamal, We employ a number of methods to help us identify potentially fraudulent use or purchase of our services, which are intended to protect both ourselves and the customer. In this instance,…”
Our classifier read this reply as a substantive response.
It promised: refund.
“Soho66 are refusing a refund of the 9 invoices for the duration the service was never used.”
The company replied on 2020-05-07: “Hi there, Thank you for leaving us a review. As we have stated in our correspondence to you, we are unable to find any record of a cancellation request in July. We did not receive any email from…”
Our classifier read this reply as a substantive response.
“I have stopped all of my services even prior to the renewal date and soho66 still took this month fees as normal.”
The company replied on 2025-11-14: “Thank you for your feedback. We’re sorry to hear of your frustration. As previously explained, our direct debit payments are processed in advance at the start of each billing cycle, so if services…”
Our classifier read this reply as a substantive response.
Switching problems
4 reports · 8% of complaintsrising since 2023-06“I was asked to pay another porting fee, when they could have easily called me to confirm the address.”
The company replied on 2023-09-13: “Hi , Firstly thank you for taking the time to leave us a review we greatly appreciate all feedback. Just to clarify the points you mentioned first as per Ofcom regulations we are only allowed to…”
Our classifier read this reply as a deflection.
“when moving away they make it very difficult”
The company replied on 2022-07-13: “Hi, Thanks for taking the time to leave a review. When it comes to porting out a number from our service unfortunately this is outside of our control and is entirely handled by the Gaining comms…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“I made a port request last year September and numerous reminders has fallen into deaf ears.”
The company replied on 2018-05-08: “Hi Moraj, We’re very disappointed to hear this is how you feel. However, there is a couple of points we’d like to briefly clarify. We did reply to your emails, unfortunately we never received a…”
Our classifier read this reply as a deflection.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-07.