I have had voip.com for a couple of years and never had to call for service. My service was interrupted this week. I have spent several hours on hold just waiting to talk to a human being because they have an old email address for me that is no longer in service. I finally connected with someone 2 nights ago that said my service would be reconnected in about 20 minutes. Two days later and still no service.
Tried again tonight to contact them after an hour and a half on hold finally left a message in their general mailbox saying call us back or refund our money. I will update this review if we ever get a call back. I only hope the new owners will respond and help us with this problem. Check back for updates.
I've had Voip.com for a couple months now and have been impressed. The techs actually know what they are talking about. It's very handy the way I can set up the call forwarding to ring my office, then my home, then my cell since I can't afford to miss certain important calls. The quality rivals that of the previous landline service we were using at about triple the price of what I'm paying now. I did try it out at home first before switching at my business as well, which isn't too large at the moment so we only had a couple numbers. With the cloned line I've got four people able to be on the phone at the same time with my two numbers. Couldn't be happier with the way it's working out.
I signed up with voip.com under a "1st 30 days free - money back guaranty". The first adapter I received from them was apparently faulty; after spending about 6 hours on the phone with tech support for voip.com, and my ISP's tech support, it was determined that it was faulty and had to be replaced. It took them nearly a month to get a replacement unit sent to me. They sent me a bill and charged my credit card before I even received the second adapter. They did refund this amount when I contacted them and pointed out that I had not had service yet!
After I finally received the 2nd adapter, the quality phone service was not so good, but serviceable for my needs (considering that you get what you pay for). I decided to add an "800 number" to my account so that family members could call us when they want. Voip.com charged almost $16.00 to add this number which, again, I did not think was unreasonable. The first charge was declined (my bad, but I corrected it immediately). They sent the charge through 2 more times, and both times the charge went through.
Voip.com replied to my post on their forum that the second charge was a "pre-authorization hold" only and would not go through as a transaction. After 3 days, the hold that was appearing on my statement turned into a completed transaction. While I don't think they are trying to cheat me, it's obvious to me that their right hand doesn't know what their left is doing, and they do NOT have a good system in place for managing its finances.
Even after I sent them a copy of my statements and correspondence from my bank which stated specifically that both charges were completed transactions, and that the second charge was not a "credit card hold", they have not agreed to refund the second charge. I am cutting my losses and will not proceed with service from this company. I cannot afford this kind of mistake from them again.
Voip.com does have a forum where you can review their customer's posts regarding problems they are having, including billing and service problems. That is the method that I used to contact them regarding the both of my issues, after my 1st telephone contact regarding the adapter. Their telephone tech support, I strongly suspect, is outsourced. I would strongly suggest you take advantage of reviewing customer posts prior to committing to their service.
INDIAN HARBOUR BEACH, FLORIDA -- Like so many other former SunRocket customers, I was happy with their service until they went out of business. I then tried VOIP.COM based on false internet recommendations, and what I got was a temporary number with an area code not available locally, no ability to receive calls, only make them, no success in porting my original home number (worked great while with SunRocket) over to VOIP.COM even after 40 days from the request, extremely poor customer service (sounds like they are in Singapore after I finally get someone after almost an hour on hold).
No email address to contact them and the website provides no means for opening trouble ticket. I have contacted my credit card company to see what can be done. In the meantime, I will send the cheap Grandstream HandyTone-286 device they finally sent me (requires that you already have a router) well after they had billed me. I would highly discourage anyone from getting involved with this company.
As a follow up, it gets even worse. When I cancelled the account for lack of service, rather than offering to refund any of my original charge for one year of service, they had the audacity to charge my credit card for yet an additional charge (with no explanation). Fortunately, I was already in contact with my credit card company and they blocked the additional charge while looking into the original charge complaint I lodged with them over this company.
I switched to Internet phone about six months ago. After some research I found only one company that offered a local phone number for me here in Oregon and that was VOIP.com. I signed up for their Residential Unlimited Monthly account that advertises unlimited calling.
I had trouble at the beginning because I had a wireless router and VOIP.com was unwilling or unable to help me set everything up. I contacted Netgear, the manufacturer of my wireless router, and they were able to help me and even helped with the router supplied by VOIP.com. VOIP.com did credit me for one month's service after I wrote up what I did to get things working and submitted it to them so they could use it.
Things have been working quite well and other than an occasional dropped call and garble no problems. However a month ago I received an email from VOIP.com stating that it appeared I was using the phone for business and they were going to change my account to a business account that, of course, would cost more money. After communicating with them I determined their evaluation was based only on the amount of usage. It seems my unlimited calling account has a limit.
I will grant you we use the phone a lot. We had a student living with us and she spent a lot of time on the phone with her boyfriend. My wife will spend hours on the phone talking to family and during the month in question we had several medical challenges within the family. Also, we participate in a Bible study conference call every Sunday evening for an hour. The total came to about 2500 minutes during the month in question.
I called VOIP.com and talked to **. I was told that my calling was excessive and that there is some kind of usage limit that triggers a change to a more expensive account. I told her that for VOIP.com to advertise and sell a service as unlimited and then to have some kind of an arbitrary limit was unethical and deceptive. As a result of my phone call, I am still on the Residential Unlimited Monthly plan but I'm on trial. If my usage exceeds some arbitrary limit, I was never told what that limit was, I would have my account changed to a more expensive account.
I'm writing this to warn others that while I've had no trouble with the service, there is a limit in VOIP.com's Residential Unlimited Calling plan.
Set up is pretty simple and only takes a couple minutes. Nobody has been able to tell that I'm on a VOIP line instead of a landline. They don't outsource any of their support so you'll always get someone in the US you can talk to. It's your choice to sign a contract or not, so you have options, all of which are reasonably priced. I have no regrets with going with this service!
I'm thankful that I came into the service after they were bought out and have new people running it. Sounds like it was kind of a nightmare before. Can't beat their yearly $99.95 price though and it has worked steadily and clearly since I purchased it a couple months ago. It came with some features my previous provider did not like the call block list and the free extra line so all around I'm happy with it!
Voip.com will give you nothing but nightmare. I took money from my credit card multiple times the same month. Very bad voice quality. They charge one minute for overseas calls even if the call doesn't go through. They told me I have to since I dialed the number, it does not have to go through. Their customer service is almost non-existing and very rude. Call quality is very bad. Lately I'm getting calls from strangers saying that I made the calls. VOIP rep told me that they can't do anything about it. I am going to report the matter to BBB. Stay away from them.
OJAI, CALIFORNIA -- It would be impossible to have a service any worse than this. Everything that can go wrong does. Customer service is nothing but excuses for bad service. Any money they take they keep. You cannot remove your credit card # until the year is up. It is like doing business with a collection agency!