Jamie M.

I had around 200 numbers with them and used their outbound termination for many destinations but have found myself having to completely remove them from route due to call failures, call quality and caller id issues that could not be resolved as a result of their support team just not being up to the task.

At one point I was spending thousand(s) of dollars per month on service with them and have been with them for years!

Support: What support?
Support is painfully slow to respond and the staff on the other side seem all too ready just to fire off a canned response that all too often doesn't really help with no-one appearing to want to help and get to the bottom of an issue and if you want telephone support, you've got no chance.

Account Manager - Helena Tyminska
My old account manager Steven was great, he was helpful and efficient on the few occasions I needed him but when he left and I was given Helena as my account manager, things took a drastic turn. Communication is difficult since her English is poor, she never answers the phone and takes days at a time to return emails. Here's my most recent incident with Helena:

Timeline of events:
28/01/2021 - Helena emails to advise UK has been blocked for "Junk Traffic" - To be fair this was because of an error on one of my clients systems which was picked up and resolved just prior to the email being received from Helena.
I responded advising this was caused by an error which was believed to be resolved but investigations were ongoing.
29/01/2021 - I follow up with an email to Helena advising the issue that caused the "junk traffic" was identified and resolved.
Helena confirms receipt of this email and advises she's sending it to compliance and will update me.
--- Period of complete silence lasting nearly a month! ---
24/02/2021 - Since I've not been using DIDLogic for UK outbound for some time I haven't bothered chasing them but today I notice the Buy Section of the portal has been removed preventing me from acquiring new numbers. So I email support asking why the Buy section is going and mention the UK being blocked and also asking if I can deal with anyone other than Helena due to our previous interactions being, let's just say "difficult" for censorship reasons.
I receive a reply back from support saying they've passed it to the account management team. (Here we go!)
26/02/2020 - Helena emails telling me what I already know without explanation. The UK is blocked and the Buy Section has been revoked from my account so 2 days of waiting for a response that doesn't acknowledge any of my concerns or requests.

I today have lost the will to live in DIDLogic world completely since there seems to be no damn escape from the most useless account manager I've ever had the misfortune of dealing with!

This being said, since they haven't been terminating much of my traffic and I've found other routes, the quality complaints and call failures are down massively. Very rarely do I get complaints about audio quality any more and I haven't had a single complaint about poor caller id delivery at all since.