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Review by mrsamsmitty 
Posted: 1.3 years ago
member for 1.3 years, 1 visits, last login: 1.1 years ago
 Denver,Denver,CO
 $17 per month (12 month contract)
 about 15 days
 "yearly plan at $199 and website"
 "quality, reliability, and customer service"
 "bad, avoid this one"
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Ordered this after SunRocket. Had it for one year, mid 2007- mid 2008. They make is easy to order. They make it easy to pay. Customer service is bad. Sound quality and reliability are terrible. It took them forever to get my hardware sent out, they of course started charging me immediately. It took a few calls to finally get the hardware. They never comped me time I was without service due to lack of hardware. Quality and reliability problems: huge delay, static, incoming calls don’t always ring through, voice mail doesn’t always answer when calls don’t ring through, voice mail doesn’t always answer when calls do ring through, voice mail message notification doesn’t always reach the phone base promptly, outgoing calls don’t always connect. I could go on, but you get the idea – stay away. I’m on to PhonePower now, so far, tons better – I’ll review them once I’ve had their service a little longer.
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Review by kelceyjf
UPDATED: 1.5 years ago
member for 4.1 years, 56 visits, last login: 168 days ago
Brooklyn,Kings,NY
$23 per month (12 month contract)
"none"
"TA came over a month later, never worked, will not refund money."
"DO NOT CONSIDER THIS UNETHICAL COMPANY"
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Ordered VOIP.com 8/14/07. The telephone adapter did not arrive until a month and a half later. Because the TA arrived after the 30 day guarantee, and the company was giving many other customers problems with cancelling service, I tried to give the company time to get their problems worked out, but my service never worked properly. I tried all the instructions provided on the forum, but after 4 months, the service still worked terribly. Sometimes the other caller would not hear me, sometimes I would not hear them, often the TA would reset the IP address and I would have to reprogram it. It was definitely not the internet provider because I have ATT Callvantage now and it works great. I returned the adapter and waited patiently for my refund, but after cancelling on 12/4/07, it is 1/6/08 and I still have not received a refund. I posted on their forum and requested the refund of $117.36 they owe me after the $39.99 cancellation fee, which I should not have to pay because the adapter arrived after the 30 day guarantee. They replied that "Annual plans are paid for annually. You are in a 1 year contract, so while we can reactivate the service, we do not issue refunds ." which is not true because on 12/3/07 I converted to a monthly account. Even if I was an annual customer and there is such a thing as a "prepaid annual contract" I should receive a refund because the service never worked properly! They further replied, "Even had we extended the 30 trial until you received the adapter and started your 30 days then, you would still be well out of that time period also. You had a yearly contract, even though you changed to monthly service, you are still under the original commitment. As previously stated, we can reactivate the service, but we don't issue refunds on the balances." Bad business practice!!! There is no such thing as a yearly 'contract' detailed in their advertising or in their terms of service. I certainly never agreed to any sort of contract. Their terms of service are vague, and the TOS and refund policy has changed while I was a customer. I've reported them to the BBB and the FCC. Not to mention the fact that I had also added prepaid money that they are not refunding. I am thoroughly disgusted by VOIP.com's unethical business conduct and lack of scruples. STAY AWAY!!!!!
UPDATE: If you've experienced a VOIP.com nightmare, please file a complaint with Florida State Consumer Protection and the FTC against:
IP RETAIL INC d.b.a. VOIP.COM
102 NE 2ND ST STE 381
BOCA RATON, FL 33432
Both agencies have online complaint submission.
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Review by tdfuller
UPDATED: 1.6 years ago
member for 4.5 years, 8 visits, last login: 1.6 years ago
Charlotte,Mecklenburg,NC
$14 per month (12 month contract)
about 21 days
"Inexpensive, easy to set up and use, good website, friendly customer support"
"Ineffective customer support, inconsistent call quality, inconsistent call connectivity, little tech problem resolution"
"Avoid"
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We had reliable phone service for over a year and a half prior to July of 2007, with another VOIP service provider, Sunrocket. Unfortunately, Sunrocket went out of business, apparently due to taxation issues, forcing us and over 100,000 other customers to immediately seek replacement phone service. We chose voip.com with the consideration that voip.com clearly implies on their company website, »www.voip.com/how_voip_works.aspx - that service, even on multiple telephone lines exists, “with no loss in functionality, reliability, or voice quality” (page 2 of 3).
We agreed to switch to voip.com for our home phone service, pre-paying for one full year of service July 17, 2007, with the promise of a $50 mail in rebate. The full amount of one year of service was charged to our credit card on July 24th. Taking in to consideration the rebate, our total "out the door" cost for one year of service was about $175. We did not receive the equipment to begin using the service until early August, about three weeks after the clock started on our year of service.
We experienced multiple problems with voip.com service going back to August. Keep in mind that Voip.com does not have a way for its existing customers to call in to report problems with their service. They do have a toll free number to call for selling new accounts. Existing customers are relegated to reporting problems on an online website: »forum.voip.com.
On this forum, I reported well over 25 issues related just to our service. Some were resolved successfully. For example, after over three months, we never received our $50 rebate. I reported this and voip.com claimed it did not receive it in the mail. Yet, they did supply a $50 credit to our account. A portion of that credit remains on our account as of the time of this writing.
However, the bulk of problems with our service as reported to »forum.voip.com went unresolved. Feel free to explore this forum, using the SEARCH feature on author TDFULLER.
Furthermore, what was even more discouraging was the lack of solutions to most of these problems. Voip.com customer service is friendly, but near totally ineffective solving problems. In fact, the typical advice was to “reboot your equipment,” even after the advice was given multiple times, sometimes for weeks on end, to resolve the same problem.
In early March of 2008, we became discouraged enough with voip.com’s lack of service, that we purchased replacement service with a competing merchant, Packet8 (8X8). Packet8 service has been very good, unlike that of voip.com. In early March, our phone number transferred to Packet8, at which time I submitted an online request to voip.com to cancel our account and refund our money.
Voip.com so far has not refunded anything. The message given to us via their website after submitting the cancellation request was that they would simply cancel our service at renewal – July 17, 2008. This in effect will bill us for an entire year of service; service that was supposed to be functional, reliable, and have inherently good voice quality, when it did not.
Furthermore, we paid Skype and other alternative phone merchants during the times we retained voip.com service, in the mistaken belief that voip.com would fix the issues that forced us to pay for, and use, alternative services in the interim.
It is in my view, that unless drastic changes are made by voip.com to its phone service, and to its technical problems resolution, it will suffer large losses due to customer attrition – and this company will soon cease to exist.
As of the time of this writing, I have prepared about 20 pages of documentation to mail to our credit card company to obtain a refund. But I will wait a little while to give voip.com ample time to respond. I will try to return and update this forum later.
UPDATE: MARCH 25, 2008
Well, I decided to try one last time and try to call voip.com. Amazingly, I got through to a human being that was not on the sales end, in minutes. The rep looked up my account and said it was set to cancel after the completion of one year. I already knew this. I asked for a refund b/c of all of my problems. The rep initially said that voip.com gave no refunds or partial refunds even if you buy one year of service in advance. After stating matter of factly, I have my documentation ready to mail in to VISA and to the Better Business Bureau, they agreed to refund the unused portion of the year.
The credit did post to my credit card today. I still am tempted to mail in the documentation anyway, just because I had to exert leverage on them to do the right thing. The refund does not cover the 9 months of sub-par to non-existence service I had while with voip.com. At least they did respond and give a partial refund. One of the few positives I have experienced with this company.
UPDATE: APRIL 9, 2008
Unbelievable! Just when I thought voip.com was done and behind us, they charged our credit card $65 for RETURNING the adapter. I called to ask why, especially given that when I last talked to voip.com to close the account and secure the balance refund on my account voip.com did not ask me to return the adapter. I offered!
Guess what, I can't get through yet again by phone. Even when I select the billing department, I get the endless recording loop to use their website. This is war. Now I am going to submit all documentation to Chase disputes to ask them to remove this charge, and the full year charge given all the trouble this company has given my wife and I. This company is completely unethical.
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Review by jan49ers
UPDATED: 1.9 years ago
member for 1.9 years, 0 visits, last login: 1.9 years ago
Astatula,Lake,FL
$24 per month
"none"
"customer service is vertually nonexistent."
"Voip.com wants to charge me a cancellation charge of 35.95 and for my use even though they gave me no service."
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Voip.com wants to charge me 35.95 for a cancellation fee and 42.90 for one month of use even though I cancelled within the 30 day period. I don't get a money back guarantee because I had a ported number (had my home phone number transferred to voip.com) and went over the 200 minute limit for the 30 trial. They don't want to admit that they provided poor customer service and failed to answer my email in a timely manner. Also, 170 minutes of the 352 minutes total were used to dial viop.com trying to get help. The phone lines were so busy I couldn't get through. One time I was on hold for 75 minutes. I believe this to be a poorly run company that does not know the meaning of customer service.
My emails were answered 8, 9, 14 and 16 days after I wrote them I believe a company that takes pride in their product and the people who buy their product should be able to provide at least a 48 hour response time. I never received what they were supposed to provide with the service, i.e. call waiting, call forwarding, caller ID and voice mail. It took at least two weeks for the modem to arrive after I signed up. I returned their equipment to them within 30 days.
I had my service for only a week. My phone went dead after the first week, and I had no choice but to seek another provider. Voip.com refuses to give me any kind of credit for my trouble or their lack of service. They say I had the phone, used the minutes and had a ported number so tough luck.
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Review by thefoxbox
Posted: 2 years ago
member for 5.1 years, 43 visits, last login: 138 days ago
Irving,Dallas,TX
$27 per month
about 14 days
"There are no advantages to this service."
"The quality is horrible and unreliable. Tech support's even worse."
"If you only want to use it occasionally, and don't care if the other person can hear you, this is for you."
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I ordered the unlimited plan from this company.
Let me start off by saying that they are located here in the same city I live in--Irving, TX. There is NO HOPE for me. Imagine how much hope there is for you.... None! That's right.
The service would randomly die. It would also (somehow?) take over my router! I would have to power down all of my devices at home because the crappy VOIP router they sent me somehow reversed the power and took control of my network as if it was the real router of traffic. WTF?
That's the least of my problems, though. It happened every month or so. Who knows why. At least it tried working those times.
The features list is long and great, but HALF OF THE FEATURES DON'T WORK. I can't tell you how many hours I spent arguing and cursing at their tech support. There's a team of about four (or less) people that do support over there, so if you don't like one of them, they'll share those feelings with the other guys. It seems like it's just one big happy family that steals your money.
I used to have Lingo, and I thought that service sucked. I'd give anything to go back to them... I'm instead going to most likely switch back to Vonage. I just hope that before I do that, there is some company that offers number blocking, or selective call forwarding... That'll be a hard search.
I rarely complain about tech companies, but this is one time where I have to. Don't bother going to this company to save $5 a month. It's not worth it.
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Review by dvon
UPDATED: 2.1 years ago
member for 2.1 years, 3 visits, last login: 2 years ago
Grapevine,Tarrant,TX
Contract price not specified.
"NONE"
"Everything"
"DO NOT USE"
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STAY AWAY FROM VOIP.COM UNLESS YOU ENJOY WASTING MONEY!!! After SunRocket went down, I saw the ad for voip.com, which appeared to be a great alternative. WHAT A MISTAKE! Although I was charged immediately when signing up, I received no service or equipment for a month (their SoftPhone didn't work either) so my only communications with them was via their email support tickets. When I finally did receive their adapter, it was not as shown on their site (completely misleading) and could not be used without having a network router. I then had to purchase a router ($40.05 from Dell). All this time, I repeatedly requested full credit until I could get their service to work. This never happened.
Their adapter must have been faulty, as it did not activate to give a dial tone. I spent two days unhooking and rehooking modems, routers, adapters, etc. (per their instructions), in an attempt to use their service, but nothing worked. I then had enough and sent them a cancellation. To my surprise, they had the nerve to charge an additional month's service, equipment charge, and cancellation fee. I returned the useless adapter (at my expense) and still no refund or credit. So far, they have cost me $149.44, plus many hours of frustration. I have since reported them to the Better Business Bureau, and am still trying to get a refund.
I located another service (ITP), and had phone service within a week of signing up with them.
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