[tayyab]

What is VoIP?

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[phodara]

I am really suprised no one has shut down broadvoice yet,voip is probably not regulated by the FCC. After multiple lines being disconnected in error, three weeks of trying to reach them by phone (on hold on average for an hour and a half when they don't hang up on your call) at least 20 emails with 0 responses, I have decided enough is enough.

Broadvoice is a subsidiary of Convergent Networks here is a page of their phone numbers:

http://www.convergentnet.com/contact.html
Call the numbers and keep hitting zero eventually a member of the staff will answer. They are in the same call center as broadvoice.

[petecone]

Can't wait until you leave and get off this forum.

Originally Posted by popbop

Today is our last day with BV. BV support sucks. They cannot support business critical telephony with their current staff and and response times. Today about 3:45pm, for reasons unknown to BV, my main business phone number started telling inbound callers that it's:

DISCONNECTED

A prospective employee who I just interviewed alerted me to this horrifying situation through email after she tried to call back for a 2nd interview.

The next 8 hours have gone something like this:
* 6 calls to support (using the same BV account that's reporting disconnected); results = over an hour total hold time, 3 hang ups (reps claimed they couldn't hear me over the BV line), two reports of tier-2 escalation (whatever that may be). 5 Hours later, I finally got an trouble ticket and ETA out of the last phone rep: 24-48 HOURS FOR A RESPONSE. Note the word response and not solution.
* 6 urgent emails to support@broadvoice.com. None were answered, as the phone rep said they would be.

It's now 1:00am est roughly 9 hours after the problem was reported, along with all the funny symptoms and the fact that my account works, my alternate numbers work, but my main number tell callers that my business is DISCONNECTED.

So, I need to ask if anyone can suggest another VoIP provider ASAP. If I'm going be without a business phone for 24-48 hours, I'm willing to start the process to port a number over to another carrier. BV has already screwed us beyond repair unless they miraculously get someone to work on our issue overnight (we aren't holding our breath here) and have us up and running by 8:00am tomorrow morning.

We need a provider with Service Level Agreements (SLA's) if possible, who understand the critical nature of business communications as opposed to the meeting the needs of VoIP hobbyists, as BV support is more suited for.

Suggestions are greatly appreciated. However, we'd really love to hear from people who've had BV and switched to another provider, if for no other reason than the quality of support.

Thanks.

JR