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  1. #1
    Join Date
    Apr 2003
    Location
    Los Angeles, CA
    Posts
    242

    Bandwidth.com Review - Poor customer service

    I've been with Bandwidth.com for nearly 3 years. They have always been regarded as a higher end, service-oriented company. I know there are many cheaper options out there, but because of their reputation at the time, we signed up with them.

    Oh the times have changed.

    I'm continually getting worried about their services. Response to emails have been taking weeks. We began noticing issues last summer when we asked to change from 2 Unlimited SIP trunks to 3 Metered SIP trunks. After filling out all the paperwork and sending it back, the upgrade/change took 8 days. We were expecting an increase in calls that week, and I did not think the change to 3 metered trunks would take so long.

    More issues arose in mid-November. After looking over our bills, I noticed we were being incorrectly charged since the change to 3 metered trunks. After contacting them, it took 2.5 weeks to receive a response. Thankfully, the credit was issued in December.

    Next, On December 6th, I placed an order for 2 DIDs. I received an email on Dec 9th stating that the requested DIDs were on backorder and would be available in 5 business days.

    I did not receive any response until exactly one month and 2 days later (Jan 11). That email stated that services were provisioned. However, the services provisioned were all for incorrect DID numbers. I replied back the same day and notified CustomerCare of this.

    I again did not hear back until 7 days later. Mr. Davis sent me an email asking me to sign a new contract for the DIDs even though I had already done so on Dec 6th. I asked Mr. Davis if the numbers I originally requested were available and he stated they were. Then on Jan 21st, I received an email Again with the incorrectly issued DIDs.

    It's now been nearly 8 weeks since I originally placed the order. Seeing how ridiculous this was getting to be... On Jan 21st, I emailed our rep, installation specialist, and CustomerCare explaining the above situation. It's now been 7 days and I have yet to receive a response from anyone at Bandwidth.com.

    I'm now seriously considering switching providers and have been looking at several competitors. The only issue is when we switched to the metered plan last summer we renewed our contract for another year, but their lack of response is borderline a breach of contract. I'm hoping we can get out of this and moved over to a reputable provider. Any suggestions would be great. I've been looking at Velocity Networks and a few others, but reviews are hard to come by.

    Thanks,
    Sam
    Last edited by HD-Sam; 01-28-2011 at 06:18 PM.
    Sam Jadali | Host Duplex
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  2. #2
    Join Date
    Feb 2005
    Location
    Toronto, Canada
    Posts
    4,665
    Quote Originally Posted by HD-Sam View Post
    I've been with Bandwidth.com for nearly 3 years. They have always been regarded as a higher end, service-oriented company. I know there are many cheaper options out there, but because of their reputation at the time, we signed up with them.

    Oh the times have changed.

    I'm continually getting worried about their services. Response to emails have been taking weeks. We began noticing issues last summer when we asked to change from 2 Unlimited SIP trunks to 3 Metered SIP trunks. After filling out all the paperwork and sending it back, the upgrade/change took 8 days. We were expecting an increase in calls that week, and I did not think the change to 3 metered trunks would take so long.

    More issues arose in mid-November. After looking over our bills, I noticed we were being incorrectly charged since the change to 3 metered trunks. After contacting them, it took 2.5 weeks to receive a response. Thankfully, the credit was issued in December.

    Next, On December 6th, I placed an order for 2 DIDs. I received an email on Dec 9th stating that the requested DIDs were on backorder and would be available in 5 business days.

    I did not receive any response until exactly one month and 2 days later (Jan 11). That email stated that services were provisioned. However, the services provisioned were all for incorrect DID numbers. I replied back the same day and notified CustomerCare of this.

    I again did not hear back until 7 days later. Mr. Davis sent me an email asking me to sign a new contract for the DIDs even though I had already done so on Dec 6th. I asked Mr. Davis if the numbers I originally requested were available and he stated they were. Then on Jan 21st, I received an email Again with the incorrectly issued DIDs.

    It's now been nearly 8 weeks since I originally placed the order. Seeing how ridiculous this was getting to be... On Jan 21st, I emailed our rep, installation specialist, and CustomerCare explaining the above situation. It's now been 7 days and I have yet to receive a response from anyone at Bandwidth.com.

    I'm seriously considering switching providers and have been looking at several competitors. The only issue is when we switched to the metered plan last summer we renewed our contract for another year, but their lack of response is borderline a breach of contract. I'm hoping we can get out of this and moved over to a reputable provider. Any suggestions would be great. I've been looking at Velocity Networks and a few others, but reviews are hard to come by.

    Thanks,
    Sam
    Is this voip services they are offering? Have you tried to contact them by phone instead of email? that might be a faster way of getting the response you need.
    Terrence | BudgetVM.com | Enzu Inc. | E: terrence.yhap[@]enzu.com | P: (877) 378-3769 x 7008
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  3. #3
    Join Date
    Apr 2003
    Location
    Los Angeles, CA
    Posts
    242
    Yes, we have purchased VoIP SIP Trunks from them. We have contacted them by phone several times. The people on their toll-free line however only take your issue at hand and have someone contact you. I figured at least someone would respond or provide an explanation. However, I have not called them since last month.
    Last edited by HD-Sam; 01-28-2011 at 07:17 PM.
    Sam Jadali | Host Duplex
    sam.jadali [@] hostduplex.com
    Premium Shared, Reseller, & XenServer VPS Web Hosting
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  4. #4
    Join Date
    Feb 2005
    Location
    Toronto, Canada
    Posts
    4,665
    Quote Originally Posted by HD-Sam View Post
    Yes, we have purchased VoIP SIP Trunks from them. We have contacted them by phone several times. The people on their toll-free line however only take your issue at hand and have someone contact you. I figured at least someone would respond or provide an explanation. However, I have not called them since last month.
    Calling is always the best way to get issues like these resolved quickly.
    Terrence | BudgetVM.com | Enzu Inc. | E: terrence.yhap[@]enzu.com | P: (877) 378-3769 x 7008
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  5. #5
    Join Date
    Jan 2011
    Location
    Ottawa, On, Canada
    Posts
    2
    Quote Originally Posted by THAMAN View Post
    Calling is always the best way to get issues like these resolved quickly.
    I agree with THAMAN. Call and ask for the supervisor. Escalate the issue and ask for compensation and threaten to change provider. I would suggest to drop on of their SIP trunks and try another company. Don't switch completely until you don't try the other company.


    P

  6. #6
    Join Date
    Jan 2011
    Location
    Ohio
    Posts
    467
    Woa... Some of you sure are patient.. I'd be calling them everyday, or emailing everyday. If you pay for service, you deserve it. If you can't provide it, GTFO. IMO!

  7. #7
    Join Date
    Jan 2005
    Posts
    446
    We never had good success with Bandwidth.com. They gave us a trial of their SIP offering, and the troubles we had during provisioning and the test was enough to keep us away.

    I would suggest looking into Vitelity. We've used them for a number of years, and are very happy. Junction Networks is another option, but a little more costly. Voip.ms is another player, but I think they resell for others.

    Just my two cents
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