Aadyn Qkx

How a corporation can be this successful and ignore customer needs is illogical

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I'm currently trying to close things out with hands down the worst VOIP provider in my entire life, I have never dealt with such incompetence and neglect of a customer paying premium prices for something as simple as a phone service. I regret being recommended Net2Phone from my old provider.

I will give people fair warning, if your phone provider is NOT local, do NOT sign a contract with them, this goes beyond my review of Net2Phone.

I have been with Net2Phone for 11 months and these are the lowlights. Day one, they didn't provision the phones, so I had to provision over the phone with a tier 1 tech for 2.5 hours. I had paging issues for 3 months, Net2Phone kept blaming firewall settings, when modifying the firewall actually made the situation worse. I work with a competent IT vendor for my business, they're not fond of Net2Phone since my Vendor has to share the headache whenever I submit a ticket regarding phones.

The ticketing system is also a clown show, no structure or ETAs, you never even know who's working on your case for half the day or longer.

I was submitting 2 tickets a week, all for the same paging and or connectivity issues on my stable internet service.

I closed my account and just to stick it to me harder, they refuse to take accountability for not porting one of my phone numbers. I had to reach a Senior person in sales to fix a tech issue, the sales director assured me that my forwarding would remain in place even after my account closed( that didn't happen)

I try not to 1-star reviews, I'm not a reactionary person. However, I cannot recommend this company to anyone, I believe they need to financially be held accountable for all the money I lost on referrals.

I work in a medical field, referrals are normally verbal on the phone for HIPAA reasons. It's good to know whenever someone needs insulin and my phones are down, that Net2Phone will always be there to insure the safety of a medical business.

Spend your money elsewhere.

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Cons:
  • Will not stand by their product
  • Not accountability
  • Slow replies

Preferred solution: Apology

Anonymous

Great Service Provider

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I have been using and reselling Net2phone services for over 10 years and have inherited customers from other resellers that went out of business for 2 reasons; 1 my service and 2 the great service from Net2phone. It is one of the services that rarely has issues and when they do they are resolved promptly. As a reseller I may have a bit more leverage than the consumer that deals direct, but I truly mean they are one of the best. I am purposely not including my company name as this is not a sales pitch but a honest and truthful review.
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Reason of review:
Good quality
Anonymous

Rip Off, Bad Quality, Bad Service

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To register as a customer they first ask for 500 USD (!) money on account before opening an account. Then, over months, it was not possible to make international calls properly because regularly I would just get a message "All circuits are busy now". Their technical "support" (Ernest and Adam) are clueless and ended up telling me that the numbers I dialled were "wrong". However these were valid numbers and I could call them from any other phone including by the way the Net2Phone competitor FLOWROUTE.COM (which I recommend whole-heartedly). Adam/Ernest then promised to send a refund form, which despite about several reminders over the last months I still have not received until today. My conclusion is that Net2Phone is combination of rip off, bad quality and bad service. I am based in Singapore and also had the pleasure of getting "support" calls from these guys in the middle of the night. I guess this again shows their level of ignorance. My recommendation is to stay away from Net2Phone and go with one of their many competitors, for example flowroute.com.
View full review
Loss:
$5000
Reason of review:
Problem with delivery

Preferred solution: Full refund

Anonymous

STAY AWAY - SCAM ALERT - BAD QUALITY AND NO SERVICE

To register your company as customer. They first ask for 500 USD (!) money on account before opening an account for you. Then, over several months, it was not possible to make international calls properly because regularly I just get a message "All circuits are busy now". Their technical "support" (Ernest and Adam) are TECHNICALLY CLUELESS and ended up telling me that the NUMBERS I dialled were "wrong", which was absolute nonsense. They were valid numbers and I could call them from any other phone including by the way the Net2Phone competitor FLOWROUTE.COM (which I recommend whole-heartedly over the jokers in Israel). These guys then promised to send a refund form, which despite about ten reminders over the last 2 months I still have not received today. My conclusion is that they either are (1) a SCAM or (2) a combination of RIP OFF and TOTAL CLUELESSNESS. I am based in Singapore and also had the pleasure of getting "support" calls from these guys in the middle of the night. I guess this again shows their level of ignorance. MY STRONG RECOMMENDATION IS TO STAY AWAY FROM NET2PHONE - BAD QUALITY, BAD SERVICES, SCAM ALERT!
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3 comments
Guest

I agree, they are clueless. Working on issue with them for 4 months now.

Guest

Not accurate never been asked for $500 upfront. We pay monthly like any other carrier.

Guest

I wish I had seen this review before getting this service

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yolandamichelle.israel H
map-marker Petach Tikva, Hamerkaz

Net2Phone Horrible Tech and Customer Service!

I have been frustrated with MSM Net2Phone (or whatever their name is now-- they've changed so many times)! I have been a loyal customer in Israel for over 3 years. For the past 2 months, I have been experiencing various technical problems that vary from day to day (phone does not ring, calls drop, poor quality, can not make outgoing calls to certain numbers, and more), and I have tried everything in the book to have them resolved (I had new Internet lines installed, purchased a new router, bought new phones), to no avail. I requested a new VoIP box over a month ago because I suspected that the problem was with the box, only to be told that I would have to pay $75 for it (I got the initial box for free!). I was also told that I could not keep my same Israel and US phone #s that I have had for 3 years! I have called tech support and customer service in Israel and the US and the 611 # (all of which I sometimes can not even connect to via the VoIP setup; I have to call from my Israeli mobile phone= EXPENSIVE!) almost 4 times a week, only to have my frustration level and blood pressure rise. All the while, I continue to be charged. I can not use the service I am paying for, I can not contact family, friends, and business contacts in the US, France, and Israel as I am paying for, so I am even more upset. I have requested a refund or discounts or something to show they care about me as a customer and the continued problems, but NO ONE ever answers me. I am always told, "a ticket has been created and escalated for you," or "someone from another department will get back to you about that." I finally got a supervisor (so he said he was) to admit to me 2 weeks ago that tech support concluded that there is a technical problem with my VoIP box; I asked when someone would have gotten back to get back to inform me of this since they can never seem to call me back to follow up on these darn tickets they create for my problems. He had no answer, other than to contact my service reseller. The only 2 people who had been helpful in this horrible headache have been my reseller, Reuven, and Mike from tech support in Israel. Unfortunately, once I have demanded a refund, I can't seem to get either one on the phone. I was told last week that a new box was mailed to me and should arrive in a few days. I'm not holding my breath on that one. Also, Mike from tech support (finally) gave me the "soft phone" to use on my computer (not convenient, but could help in a pinch), but it did not work for several days! Once that technical glitch got fixed (I couldn't even log into the program!), problems with the calls began again. Now I am in limbo as I search to find a new VoIP service here in Israel, I am still being charged by these yahoos, and I am ready to have a conniption fit because of these horrible people. :( Do NOT waste your money, time, or energy with this company!
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1 comment
Guest

I cna full heartdely undersatnd why people wlak away from this company. I'm a loyal customer for more than 12 years.

My adapter burned last week and I was told that a new one will be sent by Fedex and will arrive to me in 2 days. Well- it's 9 (NINE) days and no device. Each time I call in they tell me a differrent story. The worse is that they are simply lieing.

I'm looking for another compnay and once I port my numbers from them - I'll say "BYE" and no thanks...

clint l Lwe
map-marker Los Angeles, California

Net2phone will not tell me how to get my account money back.

About 8 years ago I purchased a broadband account from Net2phone. I thought it was Net2phone that provided me the account as I only ever delt with Net2phone when funding the account. Today I rarely use the broadband account and would like to get a refund of the account ballance. When I actively used the broadband account I several times had Net2phone move funds between the broadband account and a calling card account. Net2phone customer service was always the happy to help. Today Net2phone is a more complicated company. My account is said to have been sold to me by an unknown reseller who I must contact to get a refund on my broadband account. Net2phone Broadband won't tell me who the reseller is. Net2phone's corporate headquarters is supposed to be able to reveal who my reseller is. Contacting Net2phone corp headquarters is no easy feat. I've been trying for months. Calling 973-438-**** sometimes gets me a person and most often gets me the message system which requires I know the name of someone at Net2phone. Unresolved.
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Loss:
$40
3 comments
clint l Lwe

I am sure my IDT Net2phone accounts were funded with only my money. I was charged plenty for service.

clint l Lwe

Today's break through of learning from IDT Net2phone that my broadband account's reseller was PennyTalk was really shocking. ITD Net2phone customer service most often can not name my reseller. Then too I am completely baffled that I was supposed know that Pennytalk was my reseller as PennyTalk wasn't even around in the year 2000 when my account record starts.

Found this on the PennyTalk web site:

PennyTalk was introduced in 2001 as a service of Net2Phone, Inc. Net2Phone was acquired by IDT in 2006.

IDT seems to be represented by a kaleidoscope of company names that makes "knowing who your dealing with" a very difficult task. The PennyTalk personnel, with whom I spoke today, seemed not so happy to have to admit my account is an IDT Net2phone account.

clint l Lwe

Spent an more than an hour on this subject today. IDT Net2phone told me my account reseller is PennyTalk; owned by IDT.

I called PennyTalk five times and found three times their customer service could review account and not the other two times.

PennyTalk Customer Service could review my complete account record going back to December 2000 and would email it to me. They sent an email detailing the most recent account transaction; no complete history.

PennyTalk Customer Service said my broadband account balance of $40.33 will not be refunded because the funding came from my IDT calling card which was funded through a promotional courtsey. I have no recollecton of such generosity from IDT.

I will continue to ask PennyTalk for the account funding history as I am sure it will clarify the issue of how my account was funded.

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Anonymous
map-marker Los Angeles, California

Net2phone won't refund my account balance

IDT Net2phone acknowledges my account having a balance but will not provide assistance refunding the balance. I've had a Net2phone broadband account since before 2000. The account number was provided with a Linksys Net2phone voice broadband router. I funded the account by calling Net2phone. At the time I also had a Net2phone Calling Card account. Net2phone did transfer funds between the accounts. I had never thought that I ever delt with anyone beside net2phone. Net2phone customer service will tell me that my broadband account balance, funded with money from the Calling Card account, is not refundable as the money transfered to the account from the Calling Card was transfered as a promotion. Equally fustrating is trying learn which IDT reseller has responsibility for my account. IDT Net2phone claims the account is not theirs but is instead a reseller who is not identifiable. I am still trying to get Net2phone's assistance is understanding how to get my balance refunded.
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Loss:
$40
2 comments
Guest

Pleas check my aconut balance

Guest

I can help you get a refund on this account.

Margie (Austin, TX) 512-341-****

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