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Review by far182 
UPDATED: 76 days ago
member for 77 days, 0 visits, last login: 77 days ago
 Los Gatos,Santa Clara,CA
 Contract price not specified.
 "PRI quality SIP service. Great customer service."
 "Nothing yet"
 "If you want rock solid phone service, consider bandwidth.com"
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Good sales process. 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 a lot 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 it ended up being 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 worried because we still hadn't received 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 overnight 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 questionnaire 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. On top 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 found out 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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 Review by tcp1
UPDATED: 105 days ago
member for 8.3 years, 411 visits, last login: 3 days ago
Reston,Fairfax,VA
Contract price not specified.
"Communicative, very accommodating, straightforward.."
"Not their fault, but coordinating with Qwest AND Verizon can be a problem."
"Good deal for NxT1 service, successful install"
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11/20/2007
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This line has been up and *solid* ever since we started it, and I left the company at this time in November, so such ends my experience with bandwidth.com.
Their service monitoring was great - even when we had a power blip at our location and the router cycled, we'd get a call. They monitored for SMTP open relays, and helped us work that out as well.
Overall, their folks are very knowledgeable, very accessible, and a big point for me - they FOLLOW UP! They actually call back when they say they will!
HIGHLY recommended.
9/17/06
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This is for a business order.. We decided to put in two bonded T1s (NxT1 over multilink PPP - 3.0mbps) at our new business location.
Bandwidth.com gave the best price (about $850) for two T1s (bonded), offered through Qwest.
If you've ever had a T1 installed, you know how tough it is when you're getting all the pieces together. In this case, we had three players:
1. Bandwidth.com - SLA provider, broker / contractor.
2. Qwest - Network provider / ISP
3. Verizon - "Last Mile" line provider.
(4. Me - getting the router configured correctly!)
Surprsingly, everything went pretty well. Sales reps are very friendly. Install reps are very friendly, as are tech support reps! Also very knowledgeable.
About 35 days from order date until full install - and part of that was a delay that was our fault. (We ordered the wrong WIC cards - Cisco V2's vs V1s.)
The only problem is that we had requested that the demarc be extended from the basement to the 6th floor.. Apparently this didn't get transfered from Bandwidth to Qwest to Verizon. No surprise, and they came out early the next week to fix it -- but really since we are Bandwidth.com's customer, they should have been the ones to own up to this and not blame Qwest and Verizon. Granted, they did get it all taken care of eventually.
The service seems reliable and robust. I'd give the experience an 8/10.
Update 4/17/06
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Update: I have no complaints at all about the actual bandwidth.com service after this time.. (It's actually a Qwest T1). However, the only issue I've had is that they're pretty quick to pull the trigger on abuse tickets for anything "weird" they see on the network.
I'm not sure if this is related to Qwest, but the tickets come through and we deal with the bandwidth.com abuse department.
We do a lot of experimental stuff where I work, and it seems whenever we have anything that opens a standard port related to e-mail (25, 110, etc) we get an abuse report accusing us of being a spam relay.
We don't run any e-mail servers, and we run in a secure environment - we're a DoD contractor and our boxes are locked down. We DO run services that sometimes communicate via SMTP, but they are NOT open relays or public mail servers.
The bandwidth.com guys are always very helpful and understanding, and I think it's just their policy to pass on anything they receive as an abuse report. So far, most of the reports have been from Spamhaus or CAUCE or other "grassroots" anti-spam organizations.. While I believe they have the best intentions at heart, talk to any admin - and you'll know that sometimes these organizations can get a little "vigilante" and aggressive in reporting open relays and dropping whole IP blocks because of suspicion. Can't say I blame them given problems with spam, but they also don't listen to reason and you can't fight them - and too many places use their lists blindly.
(Our bandwidth guys, off the record, also echoed this sentiment.)
Usually, all that's required is us to talk to their tech guys, explain that no, we aren't running an open relay on port 21 - yes, what we're running might be a little "weird", but it's not sending spam (as we can show from our firewall traffic logs) - and that ends the issue.
I don't think this is a bandwidth.com issue per se, but I think we could save a lot of aggravation if they'd take notes about our 'special case' once in a while.
Other than that, service has been rock solid and customer service top notch.
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Review by grazing
UPDATED: 195 days ago
member for 305 days, 57 visits, last login: 40 days ago
Rockville,Montgomery,MD
Contract price not specified.
"T-1 Install went smoothly"
"The VoIP product and install process should be in BETA! 30 days and T1 not solid"
"There are a lot of holes in the customer service process..."
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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, then 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.
UPDATE
It is 30 days post install and the line has daily outages that seem to be on the LEC (Verizon) portion of the circuit. Our case has been escalated to chronic. The whole process has been very disappointing. Dropped VoIP calls, etc. Will update when this is resolved. Lesson learned... no VOIP on a new T1. Second, I do blame bandwidth for not getting the right resources on this earlier.
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