Phone.com provides both residential and business-based VoIP phone service. With award-winning VoIP technology and 24/7 customer support, Phone.com is a strong competitor in the VoIP industry.
Phone.com offers four scaled business VoIP plans, all organized under its Virtual Office program and based on the number of minutes provided (from 300 minutes per month to 2500 minutes per month). Each business plan carries the same standard features and rates for optional features do not fluctuate between the scaled plans. Phone.com additionally offers month-to-month and year-long contract options. Be sure to choose the right option for your needs.
Phone.com's residential service, Home Phone Plus, offers a wide variety of specialized VoIP features in addition to scalability between limited and unlimited monthly plans. Pricing is also discounted for signing a year-long contract.
We have had some problems with voice quality and down time for the past 90 days. I believe this is due to overloaded phone.com servers. Regardless of the reason, these failures were tremendously embarrassing for us. We had to apologize to everyone we spoke with on the phone and warn them that the voice quality would likely degrade after 10 minutes. Then we would have to call them back and that call would last another 10 minutes and then that call would fail and so on. There were also two situations where the phones actually completely failed for an hour or so each time. And then we also were getting people telling us that they were calling our phone number and were getting a message about the phone not being in service. None of these issues were permanent but instead were sporadic and over time.
We were on the phone with phone.com support at least twice a week. They had us run through all kinds of things - we upgraded our internet speed, rebooted things, punched holes in our firewall and so on. Nothing made a difference. The support guys were super eager to help but completely tight lipped about anything on their end. So everything they wanted me to do was on the assumption that the problems were MY fault.
After more than 2 months of this, we decided to hedge our bets and contacted several alternative VOIP providers. We ended up creating a redundant VOIP system using Vonage business. Same hardware on our end, same network. So, the only difference was one system used Vonage Business and the other used Phone.com. I was super loyal to Phone.com and really didn't want to change vendors unless I was certain that the problem was not us but Phone.com. Our conclusion was that the quality problem was with Phone.com servers and not us. When we used Vonage business, we never had any of the problems we saw with phone.com. We tested that new configuration side-by-side over a 2 week period and Vonage was better from a voice quality and stability standpoint.
After a bit more research I think there's a few things to consider when picking a VOIP vendor. Ask them if they have a SLA. Ask if they have redundant data centers. Ask them how much down time is acceptable. Also, ask them if they run their own servers or are renting servers from a third party. I don't know exactly how Phone.com has their back end configuration set up - they never told with me that the problem I was experiencing was on their end and not my end. However, I suspect that their growth has been so fast that it has outstripped what their servers can handle. By the time you read this hopefully they will have fixed these growing pains. But, in my case we decided we could not risk our companies reputation on the growing pains of our VOIP provider and we did switch to Vonage business.
I was a happy phone.com customer for more than 2 years. However the quality problems over the past 2 months forced me to switch.
The feature set is quite excellent. All the basic features are available. For us, a few that we really liked was transcription service and ability to schedule automatic holiday hours. For example, we are closed Christmas dat and I can schedule that months in advance. I have looked at other vendors and believe the features for Phone.com are better than others. As far as technical support, whenever I get someone on the phone they are excellent and really do know what they are talking about.
Reliability has been the real issue here. They lack redundant data centers and do not have a a SLA. For example, they have been down twice in last 30 days for a total of over an hour of downtime. We have also had problems where voice quality would degrade after 10 minutes on the phone. I believe the problem is with overloaded phone.com servers.
Not as reliable as I need - phone.com
Have experienced long outages by the 800# at critical times. We use phone.com to power a call center with 20 lines. The outages have been very nearly crippling, and I am nervous they will happen again. During outages, very difficult to get ahold of customer support. Could not get through to support so tried getting through to sales to speak to a live person and get our needs appropriately prioritized. Could not get through to a person, left message, and never heard back. Problem fixed two days later at cost of lost opportunities. I suspect phone.com may not have the proper redundancy and failovers to be counted on by a business with a heavy reliance on it's phone systems.
While I've not made a final decision, we will be evaluating early next year whether phone.com is still the right provider for us.
Unique Features / Very Flexible - phone.com
We have been evaluating solutions to get away from RingCentral for quite awhile. While Phone.com is not perfect, we think it will provide the flexibility we require that RingCentral lacks.
Their call rules are vastly superior to anything else we evaluated. We run (3) companies under the same roof, each with their own auto-attendant. With Phone.com we can have one account and play different greetings based on the number the customer dialed. With other platforms, we would have to sign up for multiple accounts each with their own users and minutes.
Phone.com's call handling is also very flexible. When wait times are exceeded, you can do everything from play a recorded message, transfer to voicemail, or forward to another queue / extension. With most other services, when wait times are exceeded, your options are to send to voicemail or hangup.
A gripe we had was how we couldn't setup call screening on queues... we have a lot of mobile users that use cell phones and the "press to connect" feature prevents the cell phone carrier's VM from taking the call instead of the PBX's voicemail system.
Customer service was okay. We had some issues on New Year's Eve / New Years day that were not resolved for a few days into the new year. While I understand many companies are understaffed this time of the year, I still want to know we have access to 1 24x7x365 support to handle urgent matters. I rate the customer service "okay" because our issue was resolved eventually.
Very Flexible Call Handling and Good Pricing
Customer Support was a little slow to respond. Missing call-screening in Queues.
Poor customer service - Phone.com
I signed up today after someone recommended the service. The price was a little higher than I wanted to pay, but with the happy review from a friend I thought I would give it a shot. It took me (literally) 2 hours to try to get things set up, and after I was unable to get a feature to work, I thought I would try to give the customer service a call for help. I sat on hold for more than 30 minutes and decided that I am not willing to offer that much money to a company who makes finding help so difficult. I'm sure they are a great company. I just need more peace of mind when my business is involved.
It has a lot of neat features.
Customer service is horrible.
Avoid phone.com just not there yet - Phone.com
They are a good service SOMEDAY, right now its real buggy and has a lot of issues that you simply cannot trust if you are using them for business or anything serious. I send this email to them and got no reply:
Danielle, we can talk anytime, here are my concerns:
1) From Debra’s email I was under the impression that there was a past due PREVIOUS invoice that carried over - that was confusing as I have paid each month.
2) The Pending local number message that still persist in screen is bothersome and may be indicative of a coding problem that might be affecting my service. Since I already emailed Leslie about this weeks ago with a screenshot, I assumed it would have been resolved. Apparently the work I am putting into helping phone.com fix problems is wasted time - I do not waste time.
3) Conversations do not always record, there is a pretty good history of logs where conversations go unrecorded despite all being set to record.
4) Can’t delete recordings. As a security consultant this appears to be a severe problem with security that we are ultimately saddled with. If we have archived messages and are ultimately responsible for if recorded conversations we have made are shared, lost or stolen or hacked into, we could be violating Federal law without a way to delete them and actually take proactive steps to protect these federally protected conversations.
5) Downloaded recordings are not saveable with logical names (numbers called in and out and date) but instead a random string that does not help in archiving. At minimum the log should maintain the 1 recording file name…
6) The current activity in May 2015 has calls from November 2014….database issue (very scary).
7) The caller id issue which I think was fixed..
8) Despite phone.com blogging about how great zoho is in 2012, in 2015 there still is no way to integrate phone.com into zoho CRM (twilio and Ringio have that integration). Feature suggestion...
These our issues with phone.com. Now we are actively using ringcentral, vonage, twilio, ringio and other services and if we moved all our business to one provider, they would have a great deal of business with us. Sadly all are not quite there yet.
Hopefully this won’t fall on deaf ears.
- weeks later, nothing.
Nice presentation but reality is oppostive
Does not always record conversations - no reason why.
Billing problems, you pay bill months later they say a months part was not paid.
Can't delete recordoings (severe security issue).
Downloaded records are not saved with logical names (numbers called in or out and date but a random string that does not help)
Shows call current activity in May 2015 as current calls in November 11/14.
Severe caller id issue
Andoird app very glitchy.
They profit by you making mistakes and not setting up free extension and they bill per minute on this misteake
phone.com - user review
will not recommend to any one, they will just waste your time and money. if not try it and you will see.director of customer service even worse. no product or service knowledge.
absolutely garbage customer service, way too many problems, over priced,
Amazing VoIP provider: Phone.com
This VoIP provider is recommendable. I used this for more than 2 years now. www.phone.com is the best VoIP provider I never seen before. Thanks for your awesome services.
Outstanding VoIP provider.
For now, nothing I can say. This provider is Great!
Phone.com: Best decision ever made for phone service
I've had Phone.com for 2 years now and have to say that it is the best decision ever made. The user GUI is very simple to understand yet VERY easy to customize...I had a ball creating custom greetings for every single person in my address book! I've NEVER had a service issue with them and my support has ALWAYS been quick and accurate. When my card expired for auto payments, they just automatically put it off until the next billing cycle.
I do wish they would give the account information as I already use a softphone for work and would really like just add a second line instead of having to "purchase" their softphone. But other than that, i have no complaints. I even had need for a 3rd line for a few months and when I cancelled service they did not request the ATA be returned so I factory reset it and used it for Google Voice.
All in all, very worth the money.
Portability, Customization, Utilities
They won't give out account information, therefore can only use their programmed services.
Great customer service Phone.com
I haven't used them for very long as I decided to go with Sonic.net that offers a fusion DSL and land line service. However, the fact that I was able to call and cancel on the spot without returning their equipment or any other gimmick that other VOIP provider go to to stick you with another month or two of billings speaks volumes to me about their customer service or business practices. Way to go Phone.com! If I ever decide to go VOIP route again, they are the first company I will call.
Prompt equipment delivery, great communication during number porting process, great customer service
None so far
Good idea, very poor execution, stay away from phone.com
Great concept, and I really wished it worked for me (going to try another provider to see if they can do it properly), but execution was really poor with phone.com. I travel a lot with my job and need a phone service that can do so with me. The idea of phone.com was appealing so I attempted to set up an account and try it out. The setup process is very difficult to understand. I would recommend that you don't try to figure it out, just contact customer service and have them walk you through it. Some CSRs are really great (others no so much).
I was really excited about two things: Mobile App, and Softphone. I wasn't able to get the mobile app working properly (but this can be my particular situation, and can't ding them for it), and the softphone is difficult to get set up. It is also very heavy and designed for a call center (I think they just use a prepackaged softphone product, with little configuration). I had long system boot times after installing it, and it took a while to log in (skype is much faster and lighter - never thought I would say that!).
What really got me was that they locked my account because I wasn't in my home area. To me that was the whole point! The really bad part is not that they locked it, but they didn't notify me. It took me contacting them to figure it out, and the process to get it working again seemed long and complex. At one point it is just not worth it.
TL;DR: If you are looking for a mobile voip solution that is solid, keep going, nothing to see at phone.com.
Interesting concept, really mobile. Some positive experiences with Customer Service.
Call quality on the soft phone seemed ok
Setup to trick you out of a trail account to a pay account (be careful!)
Difficult to understand how the system works (unlimited user vs. extensions vs. numbers, rules vs. default extensions, etc...)
Once I got the softphone working, its connection would drop on occasion, it was really heavy on the system during boot times.
I was not able to get the mobile app working.
They locked my account because I was traveling, and did not notify me (how mobile is that??)
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