Ratings
Posted: 06/13/2008
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So far so good
Pro's: High quality and reliability. One of the only true phone-line quality SIP solutions available. Friendly customer service and easy to get ahold of.
Con's: Might require a little more expertise on your side to make the installation smooth.
far182 says: Good sales proccess. Not pushy at all and very friendly. They are one of the more expensive solutions around but their reputation for quality and reliability are top. They standardize on the Edgemarc ALG Voip gateways which I have experience with. This says alot about how much they care about voice quality. With the Edgemarc the phone quality is as good as a PRI.Ordered a T1 and 10 Unlimited Two-Way SIP trunks from them. They promised 45 days from order to install and delivered in about 35. The T1 is a Qwest T1. I required a very basic extended Dmarc, but they still wanted to charge me over $300 extra for it. Considering I wanted the provider to be completely responsible for the quality of the solution, I decided to pay for them to-do it. While waiting for the install I checked my online portal. I noticed they had forgot to add my Suite number on our building address. Worried that this would cause problems I emailed and called my install coordinator about it and was promised it would be resolved. He did update my address on the online portal, but somehow their system still had our address without our suite number. Since there are about 45 companies in our building, when Qwest came out to install the extended Dmarc they didn't know where to go. They didn't do it. I had to call into bandwidth.com and have them coordinate sending Qwest back out to-do the Dmarc. Not that big of a deal, but worth noting.Also, I was getting worred because we still hadn't recieved our router. The install coordinator said they were delayed because of a backorder on parts. He promised that when it came in he would overnight it to me. The router came in and they configured it. But instead of overnighting it, it came ground shipping. This took 8 days to get to us. Again, not a big deal but worth noting.The router came in and I plugged it into the T1. The T1 lit up perfectly. Though the LAN side IP was not set correctly by them (they have you fill out a questionair on how you want it). The next day I worked with the Activations team and they reconfigured the router per our needs and internal network. Working with them took a lot longer because the router wasn't pre-configured correctly, but their service was top notch. These people are very nice and really know customer service. Ontop of all that they are very technical and know how to-do their jobs well. This is a rarity in ISP's.Once activated we placed many test calls and they were fantastic. The service is absolutely stunning. Also, the Internet is very speedy and feels like a Teir1 provider.Sadly, we had forgot to test DTMF before ending our call with activations. We soon found out that DTMF wasn't functioning. I called into support and was quickly greeted with yet another very nice and friendly support person. They took my ticket and said someone would get back to me in 1/2 hour. As they promised, a tier2 tech did call us back. We worked on the issue for a few hours and foundout that our PBX had DTMF compatibility issues with the voice provider they had us on. Their level3 tech put us on one of their other providers and this solved the problem.All in all the experience has been great and the service is very high quality so far. If choosing again, I would for sure go with Bandwidth.com. Great quality phone and Internet and friendly customer service. There might be a few mild bumps getting started, but all in all they are a great fit for us.If you need a rock solid service, Bandwidth.com is a great choice.
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Ratings
Posted: 04/14/2008
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Exelent Customer Service
Anonymous says:
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Ratings
Posted: 01/29/2008
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Issues
Pro's: Support at the Higher level is better than the lower level - lower sucked, porting was easy
Con's: no one cared about our issues, no help from tech support on issues, no response from billing on any issues.
Anonymous says: We run an in-house PBX, found 1 engineer of 4 that actually tried to help us solve our problem with dropped calls, and DTMF tones NOT working. Billing couldn't care less that our experience sucked. We had crossed calls where we were discussing confidential client information and then all of a sudden we were talking to someone else and our vendor was talking to someone else. Installation instructions are wrong - I had to fix them on their site. Engineers weren't even aware of instructions on their site. Currently looking for a new provider.
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Ratings
Posted: 01/26/2008
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Just installed... felt like a Beta tester
Pro's: It's nice to have a T-1. The phones are very cool.
Con's: You have to project the entire process yourself or you will fall into the cracks.
Robert says: This company means well but its processes procedures and communication with the customer leave A LOT to be desired. Port dates were wrong. Equipment did not ship, the still did not ship. The gateway we paid to have configured arrived unconfigured taking my time and that of the installation tech on the phone. It is still not completely set up. The initial installation coordinator did not return calls. We still have no documentation for the system.
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Ratings
Posted: 01/03/2008
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Cancellation is a nightmare
Anonymous says: Seconding the review regarding cancellation.. I knew in advance it would be difficult, so I made sure to start the process 2 months before the end of the contract. Opening up the disconnect request was tricky, and obtaining a confirmation took a while.
When the contract eventually ended, we got billed for the full last final month of the service, instead of just the portion of the month until the end of the contract. Getting a rebate for the unused portion of the month was difficult but possible. It took about a week.
The icing on the cake was receiving a bill for the month AFTER our contract expired. After all this, they still tried to bill us!!!!!
I've called them twice over a couple days and I have still not been able to talk to somebody there who can handle the situation. They tell me they are "investigating" it and that they will contact me.
Very sad.
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Ratings
Posted: 01/03/2008
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Cancellation is a nightmare
Anonymous says: Seconding the review regarding cancellation.. I knew in advance it would be difficult, so I made sure to start the process 2 months before the end of the contract. Opening up the disconnect request was tricky, and obtaining a confirmation took a while.
When the contract eventually ended, we got billed for the full last final month of the service, instead of just the portion of the month until the end of the contract. Getting a rebate for the unused portion of the month was difficult but possible. It took about a week.
The icing on the cake was receiving a bill for the month AFTER our contract expired. After all this, they still tried to bill us!!!!!
I've called them twice over a couple days and I have still not been able to talk to somebody there who can handle the situation. They tell me they are "investigating" it and that they will contact me.
Very sad.
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Ratings
Posted: 12/11/2007
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Morgan says: Service is OK when it works. When there are problems you have a big problem. Tech support staff are horrible, don't care if your business is unable to communicate.
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Ratings
Posted: 02/14/2007
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Very Bad Customer Service
Anonymous says: Be very careful with this company. I just had a nightmare ending my contract with bandwidth.com. I called many many times to make sure I ended the contract correctly and on time. Despite following the instructions given to me by their customer support, I ended up paying for an extra two weeks of service that went beyond my contract. You must call them EXACTLY 30 days prior to the end of your contract to cancel. If you call too early they will charge you cancelation fees. If you call too late, they automatically start billing you month to month and you will end up paying for service you did not want or need. Very shady.
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Ratings
Posted: 07/22/2006
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Easy Install & Great Customer Support!
Andrew says: Bandwidth.com made our transition to VoIP quick and painless. All of our phones were up and running with very little downtime. I wish more businesses were as easy to work with as Bandwidth.com!
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Ratings
Posted: 01/27/2006
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Bandwidth.com review
Anonymous says: There are just too many things wrong with this so-called value added reseller to list. A simple port out request was initiated in Oct. and supposedly completed Jan. 5. The result was dropped calls, echo, noise, no reverse DNS configuration, bounced emails, dropped packets. The 'win back' request went even worse.
Recommendation: Do not use this provider.
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