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InPhonex page on DSLReports
Six Month Rating Unavailable
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Reviews:
bullet 7 reviews (4 good) (2 bad)
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Review by hickins See Profile

  • Location: Burlington,ON
  • Cost: $24 per month (3 month contract)
Good "good over all quality"
Bad "FALSE ADVERTISING!!!!!"
Overall "If you want to call overseas, InPhonex is not for you!!!"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:

My Other Reviews

·Distributel Cable
·Acanac
When I first signed in, I read one review and it wasn't bad at all about InPhonex, and the reason why I signed, because they have "UNLIMITED" calling plan overseas, and that will cut some cost on me calling my family every week-end.

The sign up process was very smooth, I got it up and running in no time (I'm a very techy person).

I started making calls to my family overseas and to Europe every weekend, and since I have an "UNLIMITED" plan, I tend to talk for 1 to 2 hours every weekend, believing that this is what I paid for.

Today I have received an email from Inphonex that says:

"The calling patterns in your account do not seem to be that of a
typical residence. It is necessary for you to upgrade the account to
avoid interruption of service. Please review the plans found on the
above link. If you do not find a plan to suit your needs, please
contact sales@inphonex.com to discuss your options. When contacting
us, provide your 7 digit Virtual Number so we can easily identify your account."

and they have enclosed the term that disclose this copied from the legal documents (yes the 10 pages legal stuff in a light grey font that NO ONE READS) and this is what it says:

---------------------------------------------------------------------------------- ---------------
"4. Terms of use for Individual Service

For InPhonex Individual service user, the Service is provided to you
as an individual user, for your personal, residential, non-business
and non-professional use. This means that you are not to use it for
any commercial or governmental activities, profit-making or
non-profit, including but not limited to home office, business,
sales, tele-commuting, telemarketing (including without limitation
charitable or political solicitation or polling), autodialing,
continuous or extensive call forwarding, fax broadcast, fax blasting
or any other activity that would be inconsistent with normal
individual usage patterns. This also means that you are not to resell
or transfer the Service to any other person for any purpose, or make
any charge for the use of the Service, without express written
permission from InPhonex. You agree that your use of the Service
provided to you by any other person for any business or governmental
purpose will obligate you to pay InPhonex's higher rates for business
service on account of all periods, including past periods, in which
you use, or used, the Service for business or governmental purposes.
InPhonex reserves the right to immediately terminate or modify the
Service, if InPhonex determines, in its sole discretion, that
Customer's Service is being used for non-individual or business use."
---------------------------------------------------------------------------------- ---------------------

I used the service for personal use, I don't have home office, and I absolutely don't use for any kind of business (I don't have even one), and I have set it for call forwarding but no one called me yet on that line because no one know the number yet!!

They are telling me that I have some sort of a LIMITED unlimited plan, everything is grey, and you don't have limits but don't use it much, and we have the right to terminate your service any time we wish if you use lots of your UNLIMITED minutes!!

All what I can see now is FALSE ADVERTISING!!!!!

Their website is somewhat informative and I did find it useful, but I rated it as worst because they did not disclose a VERY important piece of information about the limits of their UNLIMITED!! calling plan

--- update Feb 8, 2010
I decided to reason with them and I've sent them an email asking them to identify a calling pattern that they consider as "typical residential usage" so that I can follow and avoid troubles and service interruption and I got the below response:

"As you know, there is no amount of minutes allowed per month for the Unlimited Plans. The Unlimited Plans are monitored in several ways including but not limited to: length of calls, numbers called, time of day calls are made, overlapping calls, interval between calls, number of calls per day, number of attempted calls and other factors used to determine a users calling habits.
You have agreed with the terms posted on our website »www.inphonex.com/includes/voip-d···er=world when signed up."

Again, they left me in a grey area, I completely lost here, so I've sent them back my exact calling pattern and asked them if this is considered as residential!!! I don't know if they'll ever respond to that! I don't know if it worth being that patient and do not just cancel the service!

If anyone knows a good alternative, I really appreciate some help here!

-----------------------------------------
update Feb 10, 2010

After opening a ticket to discuss the issue with reason, we came to an understanding and everything went ok, and then exacly 5 mins later, they sent me another email to tell me that they cancelled my service without mentioning the reasons!!

The reason "might" be (I'm not sure) that they read an old angry email that I've sent before 3 or 4 days that I have asked them to explain why they are limiting my service, and I have asked them to cancel my service if they fail to provide a valid reason, but I have opened a ticket and we cleared out the issue and I decided to stay with them (because I didn't find another provider so far!!!)

my rating....... they still suck!

-------------------------------------------------------------------------
update Feb 15, 2010

Been very patient with them, yes they read an old angry email that I wrote and treated it like a service ticket, I do see this as a glitch in their systems, as I can literally open 1000000 tickets with a bulk mailer application, what they'll do then? treat them all as a service ticket? anyways, I had to go through long waiting phone calls and explained the whole thing again, the rep was not very bad, she was cooperative in a way, but one thing I didn't like, after I suggested that I can open another account if it's too difficult to return the same service, and that can only happen if they provide a refund, her response was that she'll ONLY do a refund if I request and pay for another plan, I was already in my first month and I can have a full refund if I want, I did not understand why they had me pay for another plan and then give me a refund?! anyways I was only trying to get my service back, so I did and they gave me my refund.......

I did all this because I could not find an alternative......

my rating ..... call quality is very good but their system still sucks!

member for 5.5 years, 55 visits, last login: 22 days ago
updated 2.1 years ago

Comments:

Review by rkaushik See Profile

  • Location: Thornhill,ON
  • Cost: $10 per month
  • Install: about 1 days
Good "prepaid service, good rates, easy to set up, feature rich, good phone customer service"
Bad "very user unfriendly website for managing account and payments, call quality to India is pretty bad"
Overall "good for north america calling"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:

Signup: was easy and I had a working line quickly with a temporary number

Number port: ported my vonage number within 2 weeks

Plans: many plans and you have a lot of flexibility. I have pay by the minute rate. Once I know my average monthly usage I will move to a more cost effective plan with the

Features: very rich set of features. love it. Especially the fact that they have locall access numbers when you are on the road.

Customer Service: very good over the phone.I am an English speaker and they are mostly spanish speakers but have never had communication issues. Always very friendly and courteous.

Website: the worst overall experience I have ever seen. God forbid if you ever have to recharge online. The account and payment system is confusing, misleading and not intuitive. I complained to customer service and they were in denial.

Call quality to North America: pretty good

Call quality to India: I call North India. Quality is pathetic. Calls connect after many tries and drop often.I use the Airtel calling card instead of my inphonex

Overall recommendation based on my experience:
Would not recommend it to non-techie users and users who need to use the service to call India.If you are looking for a decent sip provider with lots of features then this is it.

member for 12.7 years, 30 visits, last login: 1.9 years ago
lodged 3.8 years ago

Comments:

Review by jacobslive See Profile

  • Location: Toms River,Ocean,NJ
  • Cost: $21 per month (12 month contract)
  • Install: about 15 days
Good "Excellent Customer Service, Easy to setup, SIP Credentials, Local Access"
Bad "Not really bad, but SIP call quality is not satisfactory"
Overall "Average quality good for those who don't care about call quality"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:

My Other Reviews

·Comcast
·VOIPO
·PHONE POWER
In general inphonex service is ok for the price they offer with World Unlimited calls, especially with the SIP credentials. Howerver, for me I found the call quality is more important than the flexibility and found it is bit lower than vonage call quality. You might be able to save almost $10 per month compared to vonage price and services. I have not tried the telephonic customer service, but their online customer service is excellent. They are very fast to respond and give accurate information all the time.

I would recommend iphonex for those who don't mind about call quality and bit delay in dialing etc. but to save some bucks a month.

member for 7 years, 110 visits, last login: 103 days ago
updated 3.9 years ago

Comments:

Review by Toollio See Profile

  • Location: Brazil/Cda
  • Cost Contract price not specified.
Good "Good value, good service, great forwarding options"
Bad "None that bother me"
Overall "Good provider at a good price"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:

I use Inphonex's world unlimited plan, which I consider excellent value. Previous to that I had used Inphonex DIDs and per minute plans.

I get great service at a great price and enjoy their excellent configuration options, particularly call forwarding. There isn't much you can't do with Inphonex.

In the past I had trouble with DIDs in Brazil. I no longer use those, but have a DID in Canada that works very well. To be fair DIDs in Brazil are a problem for many providers, and are often the fault of Brazilian VOIP partners.

member for 11.1 years, 1321 visits, last login: 5 days ago
lodged 4.6 years ago

Comments:

Review by ddapper See Profile

  • Location: Salt Lake City,Salt Lake,UT
  • Cost Contract price not specified.
Good "Easy to install"
Bad "FALSE ADVERTISEMENT & INVASION OF PRIVACY"
Overall "If you are a stay at home mom and socializes with your friends often this is not for you!"

I am gathering names to take legal action against InPhonex false advertisement and also invasion of privacy practices, anyone that was or is their customer and feels the same as I do please contact me @ ddapper@msn.com, this kind of practices cannot go unpunished, business like this should be shutdown and fire their entire executive team.

See our communication bellow:

Dear Mr. Dapper,

We apologize for the misunderstanding but unfortunately there is nothing else we can do for you other than cancel your account and refund your entire money.

Please wait for our Accounting Department to send you the confirmation of the refund.

Thank you.
Sincerely,
The InPhonex Team

On Mon, 22 Mar 2010 16:55:40 -0400, "Daniel Dapper" wrote:
> Dear "Customer Care Team",
>
> I would like to remind you that your plan is sold and advertised as an
> unlimited plan, by definition, unlimited means that there are no caps
> of any kind in the number of calls we make during day or night, I have
> a stay at home family member that uses her phone to keep a personal
> life going, that includes calling a couple of places out of the
> country during the day within hours that they are available in their time zones.
>
> You may not understand this concept but your board of directors,
> executives and legal department does, that's assuming you can afford
> to have one, if you sold me a plan that is promoted as unlimited for
> personal usage and that is how we use it, then you have no grounds to
> terminate my contract, so I suggest you to "adjust" your sensors and
> "intelligent patterns" or we will have a little legal battle between
> ourselves, don't think for 1 sec that because of some small fine print
> in your contract that you are not liable for the way you advertise and
> promote the sales of your plan(s). I also do not like the fact that
> you are monitoring my calls, who I call, when I call and what I talk
> to them from my home is not of your business and I can use that as
> well as grounds for another lawsuit for invading my privacy and this
> e-mail proves that you are invading my privacy, I don't remember
> authorizing or agreeing in any way that you could be so intrusive to
> the point of monitoring my calls. I never had a call from Qwest, Comcast or any other phone companies before with such ridiculous claims ether.
>
> Please feel free to forward my e-mail to someone in your legal or
> executive department that has power of decision or don't waste my time
> trying to piss me off, and thank you for hanging up on my during the
> conversation in this matter, it shows the level of professionalism
> that your company has to offer!
>
> Daniel
> 801 --- ----
>
> PS. If your system shuts down my service it better be because your
> company got under or I will take legal action against your company for
> both items listed above, false advertisement and invasion of privacy.
>
>
> -
> From: service@inphonex.com [mailto:service@inphonex.com]
> Sent: Monday, March 22, 2010 2:33 PM
> To: ddapper@msn.com
> Subject: Re: [#CBN-47219-163] RE: NOTIFY: Possible usage problem
>
> Hello Daniel and thank you for the email.
>
> We’ve already tried to explain this over the phone to you. We could
> check that you are not using the plan for commercial reasons. However,
> please remember that our Unlimited Plans are based on typical
> residential voice usage. We have to consider the average consumers
> usage and cannot allow excessive or above average call volume. That
> means that there is a fluctuating value of the "Typical residential"
> talk time. Usage for our unlimited plans is monitored in several ways including but not limited to:
> length of calls, numbers called, time of day calls are made,
> overlapping calls, interval between calls, number of calls per day,
> number of attempted calls and other factors used to determine a users calling habits.
>
> Our unlimited plans are on a 30 day running average, and at this
> moment your plan has not been suspended yet. Changing the calling
> habits may prevent the suspension of the plan. That email you received
> was the first automated warning that your usage patterns if they kept
> increasing would not be supported with the plan. Our system then sends
> a second warning email, and finally the third one is a suspension
> notice. Due to the fact that this was just your first warning, if you
> can reduce your level of use a bit, you should be fine with the plan that you have now.
>
> Otherwise, you would need to cancel the service, or upgrade to a Bulk
> plan or prepaid call credit.
>
> Please, let us know about your decision or if you have any questions.
> Thank you.
>
> Sincerely,
>
> Customer Care Team
>
>
>
> On Mon, 22 Mar 2010 16:01:08 -0400, "Daniel Dapper" wrote:
> > We do not use this line for business, it is used only for personal
> > usage, talk to friends, our family and obviously talk to utilities
> > companies that serve our home as needed.
> >
> >
> >
> > Once again, this line is not used for business purposes and we can
> > prove
> it.
> >
> >
> >
> > Thank you,
> >
> >
> >
> > Daniel
> >
> >
> >
> >
> >
> > From: InPhonex.com [mailto:service@InPhonex.com]
> > Sent: Monday, March 22, 2010 11:13 AM
> > To: ddapper@msn.com
> > Subject: NOTIFY: Possible usage problem
> >
> >
> >
> > RE: Calling plan (ID # 69704)
> >
> > Dear Daniel,
> >
> > As you know, our unlimited plans are designed and priced for
> > Residential customers with typical residential voice usage. These
> > plans are not intended for home businesses or any other commercial
> > use. Businesses, call shops, cyber cafes and telemarketing firms in
> > addition to residential customers with non typical calling habits
> > can use our Bulk Plans
> »www.inphonex.com/products/busine···php#cafe
> > .
> >
> > The calling patterns in your account do not seem to be that of a
> > typical residence. It is necessary for you to upgrade the account to
> > avoid interruption of service. Please review the plans found on the
> > above link. If you do not find a plan to suit your needs, please
> > contact sales@inphonex.com to discuss your options. When contacting
> > us, provide your 7 digit Virtual Number so we can easily identify
> > your account.
> >
> > Here is a clip of our General Service Agreement which covers the
> > unlimited plans for your convenience:
> >
> > 4. Terms of use for Individual Service
> >
> > For InPhonex Individual service user, the Service is provided to you
> > as an individual user, for your personal, residential, non-business
> > and non-professional use. This means that you are not to use it for
> > any commercial or governmental activities, profit-making or
> > non-profit, including but not limited to home office, business,
> > sales, tele-commuting, telemarketing (including without limitation
> > charitable or political solicitation or polling), autodialing,
> > continuous or extensive call forwarding, fax broadcast, fax blasting
> > or any other activity that would be inconsistent with normal
> > individual usage patterns. This also means that you are not to
> > resell or transfer the Service to any other person for any purpose,
> > or make any charge for the use of the Service, without express
> > written permission from InPhonex. You agree that your use of the
> > Service provided to you by any other person for any business or
> > governmental purpose will obligate you to pay InPhonex's higher
> > rates for business service on account of all periods, including past
> > periods, in which you use, or used, the Service for business or governmental purposes.
> > InPhonex reserves the right to immediately terminate or modify the
> > Service, if InPhonex determines, in its sole discretion, that
> > Customer's Service is being used for non-individual or business use.
> >
> > Thanks for your continued business,
> >
> > The InPhonex.com Customer Service Team

member for 4.7 years, 0 visits, last login: 4.7 years ago
lodged 4.7 years ago

Comments:

Review by raisen See Profile

  • Location: Pensacola,Escambia,FL
  • Cost: $27 per month
Good "Good price"
Bad "Misleading price plans"
Overall "Not worth"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:

They advertise as "Unlimited" World call but after using the service for about two weeks, I received an email asking to upgrade to a higher plan ($90 more per month) in order to keep my service. They claimed that I was using their service for business purpose which it's a lie as I don't own a business. Not worth and not reliable.

member for 5 years, 0 visits, last login: 5 years ago
lodged 5 years ago

Comments:






Review by Test99 See Profile

  • Location: San Jose,Santa Clara,CA
  • Cost: $13 per month
Good "Great call forwarding options"
Bad "No notification that payment has not been made"
Overall "Just about everything I need in a VOIP service"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:

This review is about Inphonex's pay-as-you-go plans. I make only a few hundred minutes of calls per month, so an "unlimited" plan does not make sense for me. I use my own adapter and soft phone.

An Inphonex account comes with 5 extensions (referred to as virtual numbers). Additional extensions are available for an annual fee. Each extension is usually assigned to a different adapter, IP phone, or soft phone. Multiple simultaneous calls are allowed. Extensions can be in different physical locations. For 911 purposes, each extension has its own 911 address. Calls between extensions are free.

Outgoing calls to the US cost 2.5 cents per minute. DIDs (numbers for incoming calls) are available in the US, Canada, and England. Each US DID costs $7.95 per month for "unlimited" incoming calls. You can choose the DID area code and prefix, but unfortunately the last four digits of the number are assigned by customer support. I wrote a note describing the kind of number I would like to have, and was pleased with the number that was assigned to me.

In the control panel, you can specify which extension is associated with a DID. An incoming call can ring any combination of extensions and PSTN phones that you specify. Inphonex has the most elaborate set of simultaneous ringing, sequential ringing, and call hunting features for each extension that I have seen. See my earlier post for details: »[Inphonex] Extensions and Forwarding .

Inphonex provides incoming caller ID name, though cell phone and VOIP phone names appear to be mostly missing from the database. Incoming calls forwarded to PSTN phones show the caller ID of the Inphonex DID, rather than the ID of the original caller. This is one thing I would like to see changed.

Inphonex supports at least these codecs: G.711, GSM, iLBC, and G.729.

Inphonex's charging policies seem pretty rational. There are no hidden charges and taxes. What you see is what you pay. There is no recurring charge for 911 service. But each 911 call costs $25. So people who don't want or need 911 service do not have to pay for it. Calls forwarded to PSTN phones are charged at the normal rate for outgoing calls. So Inphonex does not have to block forwarding to international numbers.

Some things to know about billing: monthly charges for DIDs are billed directly to a credit card or PayPal. Credit for outgoing calls is purchased separately. I elected to pay for the DID via PayPal. When the charge for the second month of DID service was due, I received an email message saying that Inphonex wished to be paid $7.95. I went immediately to the PayPal site and made the payment, or so I thought. But no receipt arrived. Perhaps there was some transient problem at PayPal. Four days later, calls to the DID received a message that the number had been temporarily disconnected. Sure enough, the payment had not been made. My second attempt at payment was successful, and service on the DID was restored within seconds. But judging by this experience, payment via PayPal is fragile. And Inphonex does not warn that service is about to be shut off. I'm going to suggest that they send daily warnings when payment has not been made.

Customer service is responsive. I was able to get prompt email responses to questions on New Year's Day. When I reported that calls forwarded to a T-Mobile cell phone did not provide caller ID in my local area, customer support said it was T-Mobile's problem. But the problem was resolved a couple of weeks later.

In the 2 months that I have been using Inphonex, the only interruption of service was the one caused by the PayPal payment glitch. According to Inphonex's web site, their Internet backbone connection is through InterNAP "with failover to UUNet and XO". The SIP server is in Florida. I don't know where the PSTN gateway is located.

Overall, Inphonex's service is a great match for my needs. Apart from the payment problem, service so far has been quite reliable.

Update 2007 December

InPhonex has been my primary phone service for 2 years now. There was a problem about 18 months ago where Inphonex's CLEC in this area did not handle several incoming calls to the DID correctly. Callers heard strange tones instead of ring tone and the phone did not ring. Calls between virtual numbers/extensions were not affected. The problem was fixed promptly, recurred, and was fixed again.

Incoming caller ID name is nominally supported, but apparently there is no access to the number-to-name database for most numbers. So incoming calls usually show only the caller ID number. When a call is forwarded to my cell phone, the cell phone shows the InPhonex DID number, not the number of the original caller. Customer support said several months ago that they were working on it, but it has not been fixed.

InPhonex now advertises that their systems are triple-redundant, with no single point of failure. That is consistent with my experience: no failures of InPhonex equipment in two years of service. Recently I converted to dry loop DSL. No more POTS service for home or business.

Update 2008 September

The problem with incoming caller ID on calls forwarded to a cell phone did get fixed. The cell phone now shows the ID of the original caller, not the InPhonex DID.

InPhonex technically supports incoming caller ID name. But they don't have database access for most phone numbers. So they do not supply incoming caller ID name.

As pointed out by commenter priller below, there is a $25 charge only for non-emergency calls to 911. Customer support confirms that there is no way to test 911 calls without incurring the $25 charge.

This thread: »Re: [Other] Question about inPhonex shows the control panel's call forwarding options.

InPhonex has been my primary phone service for two years and nine months now. I have detected no outages during that time.

Update 2009 May

No outages detected in more than 3 years of service.

I recounted my experience porting a number to InPhonex here: »Porting Out From T-Mobile Prepaid

When porting was completed, I no longer needed my old InPhonex DID. So I asked by email how to go about canceling the old DID. The prompt email response said that the DID had been canceled. That was not quite what I had in mind, but perhaps I didn't make it clear enough that this was just an inquiry. Obviously customer support was trying to be helpful.

But I was not prepared for what happened next: when I went to make a call, I discovered that inbound and outbound calls on both the old DID and the new DID were disabled. Nothing worked. For each of the 5 extensions, the control panel showed 911 Freeze, or words to that effect. Only after I associated each of the 5 extensions with the new DID did inbound and outbound service resume.

This was not good. The service had stopped working quite unexpectedly. If I had not happened to check email, I would have had no warning at all that anything had changed. Perversely, InPhonex's attempt to comply with the 911 regulations had left me with no ability to call 911. This implementation needs work. A triple-redundant system with no single point of failure should not have a single point of failure.

A DID comes with 5 extensions/virtual numbers. If I make a call to a PSTN number from an extension that is the designated ring-to extension for a DID, the outgoing caller ID will be the number of that DID. But if I make a call from an extension that is not the ring-to number for a DID, the outgoing caller ID will be some other number. It may be area code 588, followed by the 7-digit extension number, or it may be some other number. Either way, the person called will not be able to call me back by dialing the caller ID number displayed on their phone. This is a bug. The called party should be able to use my caller ID to call me back.

These somewhat obscure features of the service should be more user-friendly. But overall, I'm still happy with InPhonex.

member for 11.6 years, 4925 visits, last login: 2.8 years ago
updated 5.6 years ago

Comments: