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Joi Phone page on DSLReports
Six Month Rating Unavailable
More reviews are required before ratings can be averaged

Reviews:
bullet 16 reviews (4 good) (7 bad)
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Review by greghillus See Profile

  • Location: Boulder,Boulder,CO
  • Cost Contract price not specified.
Good "Cheap, features"
Bad "service, technical hassles"
Overall "You get what you pay for"

I've been with joiphone for one year now and basically, it works, most of the time. I've had to call in to tech support several times, experienced the extended wait times, being disconnected after extended wait times, technical issues of all sorts, etc. etc.

Personally, I think their account management and voice mail retrieval system needs some MAJOR overhaul. It is not very well organized, and virtually undocumented.

On the plus side of things, I took their adapter to Thailand, plugged it into my laptop's RJ-45, connected a phone, then using my wireless connection through my laptop, made calls back to the states. The voice quality wasn't great, but jeeze, what would you expect going through a wireless connection on my laptop, half way around the world!!!

Another plus: I've been able to receive faxes to my voip account and download them from the message center. I can do some fancy call forwarding functions based on time of day, etc - if I wanted to, but don't.

I have just received the 12 month renewal charge on my CC of $108 for 12 months of service. I believe it should have only been about $70 because I thought the setup fee of $30 would get me a $30 credit towards future service costs. I sent them email one day ago and haven't heard any response yet.

The installation was mediocre. It didn't work at first, and so I had to call and get them to do some things. Now, part of the fault was mine too. I was doing some weird things with my internal network, that SHOULD NOT have mattered, but they did. I know it wasn't what I was doing with my internal network because I had vonage, and it worked, but joiphone wouldn't...

I also had to have their tech support change some things, like my timezone, which seems like I SHOULD have been able to change it (because I could see it in the web gui, but it was grey'd out)...

As a comparison, I also have vonage and viatalk and this is how I would rate them in comparrison:

(1 = terrible, 5 = best)
Vonage Viatalk JoiPhone
Voice quality 3 5 2.5
Tech support 3 4 1.5
Technical issues 3 5 1.5
Cost 3 4 5
Web interface 3 3.5 2
Features 3 4 3.5
Voice mail usability 3 3 2

Notes
* Vonage: I can send faxes, but I cannot receive faxes.
* ViaTalk: Their deal for $199 for two years/two lines is false advertising, my cost will be over $360 for the two years. They have several "fine print" gotchas.
* JoiPhone: Their voice mail message "Joiphone, we bring good things to life." is THE MOST DEAD VOICE I HAVE EVER HEARD!!!

Hope someone finds this helpful

member for 7.9 years, 7 visits, last login: 6.3 years ago
updated 6.7 years ago

Comments:

Review by invknight See Profile

  • Location: Woodstock,Cherokee,GA
  • Cost Contract price not specified. (12 month contract)
Good "was good in the beginning, promised much - did not deliver"
Bad "did not transfer numbers, lazy support, hard to reach and even harder to cancel"
Overall "Avoid - utilize Vonage or others that are far better - they will overbill you"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:

Right now to give you a brief idea, the company - Joi Phone and its previous owner Hawk Communications LLC lost four cases already in Federal Court that forced Hawk to sell the company to itself under a different LLC at the same address to avoid collections - that is the type of company you are going to be dealing with from the start. FAIR WARNING.
Avoid, they will raise rates and bill any information without required notification and attempt to bully consumers who have no knowledge of the regulatory laws that are in place to prevent such actions. Getting support from this company is another matter - both in their constant admittance that their own accounting systems are wrong and try to overbill repeatedly and after eight months still have not been able to fix - shows a real pattern for deception and anyone having this company has really not looked at better and fiduciary stable companies or I believe is just intellectually lazy - regardless "Caveat Empor" with this corporation.

In case you needed mroe evidence - look below at what the Better Business Bureau says about them, including repeated fines against them

Customer Experience

Based on BBB files, this company has an unsatisfactory record BBB Definition:

unsatisfactory record - A company has an "unsatisfactory business performance record" with the BBB is based on the experiences reflected in BBB files. This file condition results when the company has failed to resolve or respond to complaints, repeatedly failed to respond or resolve issues in a timely manner, failed to resolve the underlying issues for a pattern BBB Definition:

pattern - More than 2 complaints involving the same allegations usually within 12 months that are significant in relation to the company's size and volume of business.
of complaints, failed to honor their commitment to mediate or arbitrate disputes or honor mediated agreements or arbitrated decisions, failed to substantiate, modify or discontinue false advertising claims that are challenged by the BBB, or failed to discontinue unauthorized use of the BBB name and logo, a Federally protected trademark.
with the BBB due to unanswered complaints. The company has resolved BBB Definition:

resolved - The company resolved the complaint issues.
some complaints presented by the BBB, however, the company did not respond to other complaints BBB Definition:

other complaints - This refers to complaints from individuals or businesses that do not fall under a specific category.
.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

The BBB processed a total of 9 complaints about this company in the last 36 months, our standard reporting period.Of the total of 9 complaints closed in 36 months, 2 were closed in the last year.

Billing or Collection Issues BBB Definition:

Billing or Collection Issues - Claim alleging billing errors, unauthorized charges, or questionable collection practices.

Resolved BBB Definition:

Resolved - The company resolved the complaint issues.

2 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to the BBB.
Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

1 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.

Repair Issues BBB Definition:

Repair Issues - Claims of alleged incorrect diagnosis of a problem, delay in completion of repair, or inferior workmanship.

No Response BBB Definition:

No Response - The company failed to respond to the complaint.

1 - Company failed to respond to the BBB to resolve or address the complaint issues.

Service Issues BBB Definition:

Service Issues - Claims of alleged delay in completing service, failure to provide promised service, inferior quality of provided service, or damaged merchandise as a result of delivery service.

No Response BBB Definition:

No Response - The company failed to respond to the complaint.

2 - Company failed to respond to the BBB to resolve or address the complaint issues.

Refund or Exchange Issues BBB Definition:

Refund or Exchange Issues - Claim of alleged failure to honor company policy or verbal commitment to provide refunds, exchanges, or credit for products or services.

Administratively Closed BBB Definition:

Administratively Closed - The BBB determined that the complaint could not be satisfactorily settled using standard methods of voluntary dispute resolution

1 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.
No Response BBB Definition:

No Response - The company failed to respond to the complaint.

2 - Company failed to respond to the BBB to resolve or address the complaint issues.



Government Actions

On December 19, 2005, Hawk Communications, LLC entered into an Assurance of Voluntary Compliance with the Georgia Governor's Office of Consumer Affairs. This was because the company allegedly did not provide a full seven day trial period as their advertisements indicated, did not honor pro-rated refunds or cancellations as stated in advertising, misrepresented dial-up access that was up to "ten times faster" when such was not true, offered "quality" or reliable access, when most consumers after signing up were never able to either access or consistently use the services after signing, offered unlimited internet access with JOI Internet services when consumers were limited to continuous access only in five hour increments and then were automatically discharged from the system. The company signed the compliance agreement and paid fines in the amount of $20,000.00 and a civil penalty in the amount of $10,000.00
An Assurance of Voluntary Compliance is not considered an admission of guilt or violation of law, but is used for settlement purposes.


Additional File Information

Hawk Communications, Inc. is the parent company for Joi Internet Access, on which we maintain a separate file.


Additional DBAs, Addresses and Telephone Numbers

Additional Addresses
6025 Sandy Springs Cir NE # 311
Atlanta, GA 30328-3863


6025 Sandy Springs Cir NE Ste 311
Atlanta, GA 30328-3863


Additional Phone Numbers
Tel: (404) 373-4591
Tel: (888) 237-0607
Tel: (770) 671-0699
Tel: (770) 349-3428
Tel: (770) 864-0600
Tel: (800) 417-4196


Additional Fax Numbers
Fax: (770) 730-8866


member for 6.8 years, 3 visits, last login: 6.7 years ago
updated 6.8 years ago

Comments:

Review by dennyb See Profile

  • Location: Phoenix,Maricopa,AZ
  • Cost: $100 per month
Good "NONE"
Bad "They take your money and deliver NOTHING!!!"
Overall "WARNING!!! DO NOT DO BUSINESS WITH THESE PEOPLE!!!"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:

REGRETFULLY...I signed up for VOIP service back in NOVEMBER. I have never received any equipment or service!!! The only "LIVE" help you get is from sales. They tell you that you can't speak with anyone. They only correspond by email.

They don't!!! I will be filing complaints with the Florida A G's Office ,
The Federal Trade Commission and the FTC!

If you have had a similar experience please contact me so that I can proceed with a class action suit if I get no satisfaction from government entities!!

member for 6.9 years, 1 visits, last login: 6.9 years ago
updated 6.9 years ago

Comments:

Review by aataxhelp See Profile

  • Location: Boulder,Boulder,CO
  • Business customer Business customer
  • Cost: $20 per month (12 month contract)
Bad "don't waste your money with this company"
Overall "They suck"
Web-site:
Ease of Installation:
Call Quality:
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Tech Support:
Value for money:

Ordered service and it never functioned properly. Hold times for Tech support could easily run 40 minutes and no one would answer. Signed up with VoipYourLife and they have been great. I paid for a full year of service with Joi Phone and I am still waiting for the credit on my account. They owe me for 10 months of unused service. I tried to port my number from their service and they have not done it. When you call them you can never speak to anyone in billing and they don't respond to email. They have refused to port my number. These guys are theives. DON'T WASTE YOUR MONEY!!

member for 7.1 years, 0 visits, last login: 7.1 years ago
lodged 7.1 years ago

Comments:

Review by NurseRN See Profile

  • Location: Saint Paul,Ramsey,MN
  • Cost: $14 per month (24 month contract)
  • Install: about 7 days
Good "Full featured VOIP service; good service; unbelievably good choice for voicemail system"
Bad "Slower problem response/fix and complicated customer serv. problem solving system."
Overall "Solid service and great value!"
Web-site:
Ease of Installation:
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Tech Support:
Value for money:

As many of us were left not too long ago, hang to dry by SunRocket, we took refuge to different other companies hoping for the same features, level or service etc.

I, too, had the same dilemmas, after receiving the first email sent out by SunRocket which at the time I thought it to be a mere prank or even a mistake.

Since then I signed up with two distinct companies. Let me say that I did not have to port any numbers. I know many of you have had nothing but trouble doing this and I don’t think it’ll get any easier in the future regardless of what company you choose. With that said, the first company I signed up with was Lingo which despite the pretty good service and OK customer/tech support, I was misinformed by their sales team that specific service features I needed and requested were offered when in fact they were not. I canceled the service and returned the device.

Then, following the advice of one of our friends here, I signed up with JoiPhone. The company has probably the most amazing deals on the US VOIP market; pretty much the same as SunRocket. I was suspicious at first (and for valid reasons) as the company’s reviews were somehow mixed and all over the map.

I’m somehow of a person who patiently gives any situation the benefit of doubt. I expect good service and good customer service but I put everything in balance. The VOIP market is new and not by a long shot a perfect one.

With that in mind here’s my succinct review of JoiPhone:

1. Great, full featured VOIP service overall.

2. Great service plans pricing.

3. Brand new, brand name two line adapter. Shipping timing could improve a little.

4. Customer service although a little slow and somehow convoluted as to how problems/tickets are routed, is still pretty good as it gets the job done. All techs speak perfect English, are knowledgeable and will not sugarcoat any issues. You will get a straight up answer or a follow up (eventually) if the problem can’t be solved over the phone. I especially like the Eastern US attitude of the techs – straight, to the point and no bull! My kinda’ people!

5. Despite its simplicity, the web interface is absolutely great! Who needs the frills?

6. Incredible voicemail system! This feature left me perplexed as it was somehow “buried” in the design. Specific instructions on how to use it are non-existent or difficult to find on the website. But when you get the hang of it you can program and customize your own professional voicemail system (if you need this, press 1 or press 2 if you need the other thing,) or switch to the simple voice messaging. User defined settings as far as on-hold music, uploading greeting messages directly from your computer, message notification options, etc

7. Neat forwarding features ( a little different than SR)

So, there you have it! I give them a 4 ½ stars out of 5. Much like with everything else nowadays, you need a little patience, understanding … and a good, solid connection to the Internet

member for 12.4 years, 129 visits, last login: 7.1 years ago
updated 7.2 years ago

Comments:

Review by girdley See Profile

  • Location: Woodstock,Cherokee,GA
  • Cost: $15 per month (12 month contract)
  • Install: about 3 days
Good "Very fast & easy to order, low price, worked right out of the box, better sound quality than vonage"
Bad "none so far"
Overall "very low cost, sound quality has been as good as sunrocket"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:

VOIP I have used: Vonage, Sunrocket, Tried to sign up with VIATALK but lack of communication and tech support attitude made me cancel service after 10 days of trying to get a number
JOI PHone order and install was very easy. Tech support has been real pleasent
Linksys box, so far so good.

member for 8.4 years, 15 visits, last login: 7.2 years ago
updated 7.2 years ago

Comments: