Poor Customer Service
Pros: Low cost, ease of use, voicemail feature
Cons:
Reviewed by: andrewr (xxx.xxx.89.169)
Hi, My plan was to test out voipgo and see if it could replace my home phone to save me money. I had not problems ordering the voipgo box and giving a deposit for the box, it was all done online and with Visa. What you must remember is your phone quality is only as good as your internet connection/speed. You must also keep in mind that making phone calls over the internet will use bandwidth. Make sure you know your upload/dowload maximum, some service providers will charger you if you go over your limit. (Cogeco Cable) Shortly after I received the package in the mail I had no problem setting it up and getting it running. I then began to call differnt locations, friends and family who lived out of the city to test the quality of the lines. All in all the quality was not bad, not as clear as Bell Canada (My current phone provider) but it was pretty good for what I was paying. The issues I encountered was that once and a while I had to power cycle (unplug power cable then plug it back in) the voipbox. It seems like it was getting locked up and I was not able to receive incoming and make out going calls. When I went online for support I chatted with a tech and suggested I do this, it seemed to do the trick. This same issue occured again for a longer period of time, upto 4 days. I tried calling the 1 800 number but I could not get a hold of anyone so I emailed the site and got a reply. "We are aware of the weekend outage and are truly sorry for any inconvenience this may have caused." What had happend was some of their servers went down while they were doing an upgrade. I was not happy that for 4 days I did not have a phone service. They were aware of the upgrade and the downtime but they did not attempt to contact any of their clients and let them know or post anything on the website. After this occurance and the lack of stability the company offered I decided to return the package and cancel my month to month plan. I wanted to personally drop off the package but that was not possible because they have not physical location. I mailed the package back to the company and I got no return of deposit or email or confirmation they received the package. After emailing them, they stated they did not receive the package. I tracked it down with the post office and it was delived to the company. I provided voipgo with my tracking number and everything. I even spoke to someone on the phone who said I would get the deposit back in a few weeks. That was over 4 months ago. To this day I still did not get my money back. It is next to impossible to get a hold of someone on the phone, waited on hold for hours!!. Your best bet is the online chat or email. They have stopped replying to my emails. The online chats are not always active. They have gone for days without someone coming online. The chats also have a timeout option, if nothing is typed after a set amount of time the chat ends and you have to start all over again. All in all this company seems very unorganized and without a physical location and a direct number you can never get a hold of anyone. I do not suggest this company to anyone, unless you are willing to deal with all the above facts. I hope this helps someone from making the same poor decision I did. Thanks, Andrew
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