Do not answer calls timely, gives excuses, repeated service failures. 12+ minutes to answer a client call. Not even answering their own 0333 after 55 minutes. Their service is a premium. These are not premium answering times, in the slightest. It isn't the first time we've had this issue and before, given some poor excuse about the calls going to them, yet, this never changed before or after and our logs show they simply were not answering them. They blame Twilio for their issues, which shows for a service which is quite critical to some businesses, there is absolutely no resilience. I couldn't even contact them! Despite emailing our account manager on Friday, to which by 10:30am the following Monday there has been zero reply. On calling, I am told they are "too busy" to take the call. Pretty much says all you need to know about this business. Service levels have dropped massively.