Phone.com Reviews

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70 Reviews

- Industry: Construction
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Phone.com is the best VOIP Office phone service
Reviewed on 2022/06/13
Overall I absolutely love Phone.com. It's by far the best business grade phone service I've ever...
Overall I absolutely love Phone.com. It's by far the best business grade phone service I've ever used. We also use it for our home phone service and it's been rock solid. I've recommended it to several friends.
Pros
Phone.com is by far the best VOIP phone system I've ever used. It has a variety of features and a good mobile app. Plus their mobile app is good. The best part is their customer service though. It is bar none.
Cons
Their mobile app could be a little better and it's been a long time but it used to be a tiny bit confusing but I heard they've fixed it. I set up our services once and haven't been back in years to change anything.
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Look professional like a big organization
Reviewed on 2023/02/17
My experience with Phone.com has been a wonderful experience. I will continue to use phone.com due...
My experience with Phone.com has been a wonderful experience. I will continue to use phone.com due to the wonderful customer service, the price and the ease of use.
Pros
I love that I am able to have a 1800 number and I can also text from that number and receive messages as well. Their customer service is very helpful and if the agent at the time isn't able to find the solution, which has been a rare case for me, they forward you to someone that can assist you or make a ticket for you and someone with the answer will get back to you within no later than a couple of hours.
Cons
I honestly don't have any cons that I can think of at the moment due to me having a pretty good experience so far and the software meets all of my business needs.
Reasons for Choosing Phone.com
The customer service was bad, and it was pretty difficult to setup the software and I am tech savvy. Did not offer a 1800 number for business use.Switched From
Webex SuiteReasons for Switching to Phone.com
I picked phone.com because of the customer service they provide, their prices are great for a business just starting out and I love all of the features they offer.- Industry: Health, Wellness & Fitness
- Company size: Self Employed
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 3.0 /10
Great when it works
Reviewed on 2024/11/22
Awesome when it works, but super glitchy and lately has been failing completely.
Awesome when it works, but super glitchy and lately has been failing completely.
Pros
The features you get for the price are awesome. I love that we can call, text, fax and video chat from the same platform. It really streamlines communication with our clients. The customer service is also really great. Acutally get a real human, and they can almost always help solve your problem (except when their system is down).
Cons
The system is super glitchy. I don't think I have ever had a video chat that did not have some issues. October and Nov 2024 the system has actually crashed (servers down) several times - right in the middle of big client meetings. It has completely disrupted our business and reflects poorly. We would like to stay with Phone.com, but unfortunately we are probably going to have to leave, and pay a lot more for a more reliable platform.
Alternatives Considered
RingCentral VideoReasons for Switching to Phone.com
integration of features and price. Closest competitor was much more expensive and features were not integrated.- Industry: Furniture
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Best Customer Service
Reviewed on 2023/08/18
[sensitive content hidden]
willingness to go to bat for me to get their phone back was dedicated...
[sensitive content hidden]
willingness to go to bat for me to get their phone back was dedicated teamwork and definitely going above and beyond the call of duty.
Pros
The customer service is top notch! [sensitive content hidden]
and the team at Phone.com are the best. They work very hard to satisfy their customers. I have been a long time customer of Phone.com. Many times I have had trouble paying my bill. They usually work very hard to help me keep it. Unfortunately, I recently lost my business 800 number because I couldn't afford to pay my bill again, this time it was too long. I have had that number for years and it was published everywhere. I don't recommend not paying your bill cause you run the risk of losing it. Sell something, anything, but pay your bill! It definitely hurt my business when I went to run ads and that number was all over the internet. No way can you change decades of publishing and sharing of that number. In both print and online. I really want to thank everyone for getting my phone number back as it was in the process of being assigned to another company. Blessing to you all. Phone.com is the best company for your business.
Cons
Nothing, I have no complaints what-so-ever.
- Industry: Medical Practice
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Phone.com
Reviewed on 2023/06/08
Pros
I like that it's all internet based and easy to use.
Cons
It was very spotty. We pay for amazing internet so that wasn't the problem.
Alternatives Considered
RingEX- Industry: Marketing & Advertising
- Company size: Self Employed
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 1.0 /10
They will torture you when you cancel
Reviewed on 2023/12/05
Pros
Good price, good number, decent reliability.
Cons
I don't want to associate with ANY company that puts you on hold for one hour when cancelling service. You have no other option. YOU HAVE TO CALL. And then they put you one hold for 1+ hour. And the person was difficult to understand when I finally got through.
- Industry: Food & Beverages
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Use to be good not anymore
Reviewed on 2024/09/13
It use to be good with the customer service was base out of USA all my issues were resolved...
It use to be good with the customer service was base out of USA all my issues were resolved immediately and in a timely manner. Now it's impossible to get help they switched to a 3rd party Indian company no one understands I spent hours on hold while the "looked at my account". Receptionist service was simple, efficient, and affordable. All of a sudden they changed providers and our bill has gone from $300 to $1,300 in 1 month with the same services. They will cancel your account even though they won't give you a breakdown of the additional charges. Use to be so good I loved it now it's horrible!!!!!!!
Pros
Easy to use once you understand how to use it
Self us online kiosk
Cons
3rd party customer service that doesn't speak english
over charges
no clear bill with line by line items
unclear updates
receptionist services are inconsistent
- Industry: Mental Health Care
- Company size: Self Employed
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Beware, not compatible with Android cell phones!
Reviewed on 2024/03/04
Pros
Seems to work well with laptop. It is easy to use when operating properly. Easy to reach tech support.
Cons
It seems to be incompatible with Android cell phone. I have spent many hours and days with tech support and still no solution. I have to reinstall app at least 1x weekly just to make a phone call from my cell. Caller ID will not show my company name on receiving end.
- Industry: Construction
- Company size: 2–10 Employees
- Used Monthly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
worst customer service you will experience!
Reviewed on 2024/10/30
signing up was easy. I don't have a great need for the service, but it makes my business look more...
signing up was easy. I don't have a great need for the service, but it makes my business look more professional. Unfortunately, I changed my debit card and now I can't update the info. So.... I can't pay my bill! The online change form doesn't work, you can't change It via their chat feature and you can't reach them by phone! I'm just going to let it disconnect and get another number somewhere else
Pros
I liked the fact that I could have a toll free number to use in my business.
Cons
The customer service is a joke! As mentioned in other reviews, they seem to have zero urgency in helping and you can't reach anyone by phone! It's kind of ironic that they provide phone numbers, but theirs is worthless. Good luck getting through
- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Do not make this mistake
Reviewed on 2024/01/25
Pros
No long wait times to connect to representatives
Cons
Save yourself the anxiety and headache / and also the money - this is the most ridiculous thing I’ve ever put myself through . If it’s not one thing it’s the other , one associate fixes one thing while simultaneously messesing up another . It’s been over a month and I have still not been able to successfully use this service . Hands down, the worse decision- lost money off my bussiness because they mistakenly completely added the phones . They have one job, and they absolutely fail at it, over and over and over again .
- Industry: Insurance
- Company size: Self Employed
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Good customer service, terrible connections
Reviewed on 2023/09/06
Terrible, I look horrible to my clients and it's impossible to communicate.
Terrible, I look horrible to my clients and it's impossible to communicate.
Pros
Customer service is much much better than Ring Central
Cons
Connections are terrible. There's weird noise on the line, clients can't hear me, calls break up absolutely constantly. I'm locked into a contract and I don't know what to do.
- Industry: Health, Wellness & Fitness
- Company size: Self Employed
- Used Monthly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
The Sales People Are Good But The Service Has NOT Lived Up to The Original Promises
Reviewed on 2023/07/11
None of my phone business issues have been resolved. I suppose I should have stayed with Sideline...
None of my phone business issues have been resolved. I suppose I should have stayed with Sideline &/or Number Barn.
Pros
I liked that I could port over multiple numbers and that texting was included but apparently not... Though I'm a very small business and don't really do campaigns, I must register as if I am a BIG Business that texts random people, which I do not. Just another way for another "organization" to steal.
Cons
Called to rectify a problem twice today. The system logged my call to make a call back... Still no call and the day is over. :(
Alternatives Considered
NextivaReasons for Choosing Phone.com
I wanted both of my business numbers in the same place.Reasons for Switching to Phone.com
Because it's not a VOIP.- Industry: Health, Wellness & Fitness
- Company size: 2–10 Employees
- Used Monthly for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
The Worst Customer Service
Reviewed on 2023/03/27
When transferring an account to another individual, phone.com did not update the payment method and...
When transferring an account to another individual, phone.com did not update the payment method and is refusing to remove my payment method from an account that I originally setup. Their customer service could not understand the request that I was communicating and refused to transfer me to a supervisor. Any business that doesn't respect a customer current, past or potential future, - enough to allow them to speak with a supervisor for further assistance in disconnecting a bank account that belongs to a different individual than the account is connected to - does not deserve your business. There are other companies that have better customer service departments and better supervisors that respect their clientelle, understand the issues at hand and work to assist anyone that calls into their department. They were not helpful and refused to transfer me to supervisor because - even though I was previously listed on the account, I'm no longer listed on the account - so in their eyes, I am not their customer and the supervisors apparently don't have time to speak with me. I would never use phone.com and would recommend to my friends and real family - that they highly consider a different voip service that is customer service oriented instead of phone.com - who is not customer service oriented.
Pros
online functionality and ability to forward a toll free voip to personal phone
Cons
Customer Service is the worst, they do not attempt to help and they refuse to let you speak with a supervisor regardless of the issue you are trying to resolve. They do not listen and instead refer back to the script they were given.
Switched From
Google Voice- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Easily Accessible Work Communication
Reviewed on 2023/04/15
Pros
There are various options available, and the tool is very configurable. If you want assistance, their customer service professionals are merely a chat message away and are always willing to assist. They may be able to advise you on how to configure the system to meet your individual needs.
Cons
Making a call can take a while to go through, and the process of getting set up can be irritating.
- Industry: Nonprofit Organization Management
- Company size: 2–10 Employees
- Used Daily for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
Phone.com review
Reviewed on 2023/06/12
Pros
I like that everything is set up for the user and that it is very easy to use
Cons
So far I do not have a negative comment
- Industry: Health, Wellness & Fitness
- Company size: 2–10 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 0.0 /10
Used to be good, now it sucks
Reviewed on 2023/03/09
It started out fine and a couple months ago things stopped working. I've
It started out fine and a couple months ago things stopped working. I've
Pros
None currently, nothing is working and the chat support sends me to phone support. Phone support drops you out of the queue.
Cons
This went from being a stable product to having broken routing, broken alerts, it's sending me notifications to the wrong places, sending multiple times and hours late. I can't tell who has called who and when. I can't tell what calls have been returned or not.
- Industry: Logistics & Supply Chain
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 1.0 /10
Billing nightmare and missing critical Self-Help solutions/support
Reviewed on 2021/11/10
we have saved money by moving 10 of our toll free number to phone.com from the bigBell (AT&T) We...
we have saved money by moving 10 of our toll free number to phone.com from the bigBell (AT&T) We are able to have phones at our new remote warehouse using phone.com where our Avaya System has failed to work through a VPN setup.
Pros
functionality of the phone.com feature as a whole, work fine. support is generally able to answer the call in a few minutes and are open 24/7. They include most features you would need in most situations in a business environment.
Cons
To say that the invoices are confusing would be a gross understatement. they are so bad that on several occasions, I have had to call support for billing, and each time, even the billing support reps are unable to break it down for me and make any sense of it. On 2 occasions I have spent well over an hour on the phone trying to understand the bill. they issue a charge then issue a credit 10s of times on each invoice. even after getting rid of all the charges and equal credits on the invoice, there are still usual discrepancies that have to be fixed. each time finding errors in the billing that needed to be overridden by a manager and credited back to the account.
When you purchase an unlimited plan, they don't tell you that the unlimited minutes are only for calls routed through the extension with unlimited minutes. routing calls or forwarding directly to a number and not through an extension will incur per minute charges over the basic minimums. to make matters worse, the extension setup is far from streamlined and have to bounce all over the website to get it configured and set up properly making it extremely complex to setup for 19 phone numbers and we still wound up paying for overage minutes because this lack of communication. this type of thing is critical for customers to know in order to get the services they are paying for for the price they are paying.

- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great Product. Great Support. Misleading Pricing.
Reviewed on 2019/12/16
Overall, I like it although it ended up being more than anticipated. With taxes and fees, $119yr is...
Overall, I like it although it ended up being more than anticipated. With taxes and fees, $119yr is really $160/yr, but they get you on devices, (even softphones) where $60/year is really $100/year per phone. They are adding their own fees to this, so they should just be upfront.
One chat support person was kind of rude suggesting that "I should have gotten a quote" and "Who told me it was free". I compared several providers and it's still a good value. No regrets.
Pros
I was able to use my established Google Voice number and easily port it over to something more business-friendly. I like that it's scalable as my business grows and I can put a high-quality Polycom SIP phone right in my home office. The Android app is also useful if I want to make calls from that number remotely.
Cons
When signing up, it wasn't clear to me that adding a device (desk phone or softphone) wasn't included in the price. I incorrectly assumed one would be included with the plan. How else would you use the service, I thought. (I later learned that only forwarding calls to cell phones is included) I already had a phone and nothing was mentioned during sign up or during my support call while the phone was being provisioned. I only realized it when I got a bill for $100 the next month. My own fault for not getting a quote, I guess. In any case, I didn't care. It just wasn't clear at all and I wanted to make sure it wasn't a mistake.
Reasons for Choosing Phone.com
Quality of Magic Jack and the needs of my business.Reasons for Switching to Phone.com
Price, featuresResponse from Phone.com
Mick,
We appreciate your honest feedback. While our base plans have 40+ features included, there are certain features that require an additional monthly fee. We do strive to ensure that this is communicated when signing up for additional services. We also understand your frustration and will make sure to pass this on to our development team to make sure our pricing/features page set clear expectations.
- Industry: Marketing & Advertising
- Company size: 11–50 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Work Calls Made Easy
Reviewed on 2019/12/31
Pros
I appreciate the versatility that phone.com has to offer when it comes to how you want to handle calls. It's very easy to switch back and forth from sending calls directly to my desk to forwarding them to my cell phone when I'm working from home. I like that you can also make calls from the computer if needed. Once you learn how to navigate the website, it's easy to do everything necessary on your computer, from recording and applying greetings to seeing your call logs all in one place.
Cons
Although the website is very useful, it is somewhat outdated and thus difficult to navigate at first. Some settings are difficult to find and are not intuitive at all. But, once you figure out where everything is and how to set things, up, it's not so bad. It also seems like it can be pretty tough to add a new physical Polycom phone to the system, as it requires calling phone.com from the Polycom phone and potentially staying on the line for a while - this can be inconvenient during a work day.
Response from Phone.com
Hello,
Thank you for your feedback. Our teams are currently working on bringing our portal up to date. If you are using SMS or need to listen to your VM's you can now do it in a more convenient way! You can now go to my.phone.com to access your SMS and VM's and access Control Panel. Also, if you need to add another device to your account in the future you can always email [email protected], provide your express service code, devices MAC address, and indicate which existing or new extension you want the device added to and our support team will have this done ASAP.
- Industry: Accounting
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 5.0 /10
Phone.com Needs Some Work
Reviewed on 2021/04/22
Still using Phone.com because I paid for 12 months upfront to get the best price. They system...
Still using Phone.com because I paid for 12 months upfront to get the best price. They system works, but I feel it is not working well or helping my company look "good" to my callers.
Pros
IP phone system for on-the-go small business owners - great features that can make you look like a full-fledged company. Prices are competitive, too.
There customer service is really good, answered quickly, no holding on line and they answered my questions and helped with using my recorded message as my first answer greeting. However, see below as they help with answering the questions but not being pro-active
Cons
The buttons they use to get to your messages, calls, etc. is called "Configure" then "manage users & extensions" - how crazy is that?
Then, setting up a call trail - knowing full well what you want to happen is so complicated that you go nuts trying to figure it out. Recording and using messages and setting up the phone trail is a nightmare - I know others have had the same feelings so why haven't they taken any of these suggestions and improve the product - they really are so close!
They answer quickly as noted above but you have to know what you are asking - they will help but seems not to "guide" you with best practices in setting up your phone system.
I can buy a landline and the installer sets everything up for me - why can't Phone.com help me like that?
- Industry: Hospitality
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
phone.com great customer service team
Reviewed on 2019/01/24
I have always had a great experience with every customer service/support rep I have worked with. ...
I have always had a great experience with every customer service/support rep I have worked with. They will escalate easily if things are not working as you expect and they are cheerful and thoughtful.
Pros
There are a lot of options and the tool is very flexible. If you ever need help their support team is just a live chat away and they are always very helpful and creative. Willing to offer ideas on how to best set up your system to meet your needs.
Cons
It is not easy to figure out on your own. It takes time to understand how all of the settings work and what is the best process for your needs.

- Industry: Marketing & Advertising
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Sound Big For Little Money
Reviewed on 2019/08/10
I absolutely loved it except that it doesn't have a google chrome extention which made click-to-call...
I absolutely loved it except that it doesn't have a google chrome extention which made click-to-call- difficult for me
Pros
State of the art PBX was highly customizable and made our business sound like a fortune 500 company.
Cons
It currently does not have a google chrome extention.
Response from Phone.com
Hello Jack,
Thank you for you feedback!
The google chrome extension for the 'Click to Call' feature is actually something that is in high demand for some of our customers. We have been hard at work getting this implemented and will hopefully be launching this in the near feature!
If you ever need assistance with your account, features, or setup please call (844) 755-8566.
- Industry: Religious Institutions
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 3.0 /10
More than doubled their price
Reviewed on 2017/08/08
Pros
Worked well for several years, before they changed their plans. Had good phone support when I set up a number of years ago and hassle free service until this past month.
Cons
I received a note stating that "unlimited minutes" didn't really mean that if I looked at the fine print and that I would have to upgrade to a plan that was more than double of what I was paying if I wanted to receive this same level of service I had been receiving for more than two years.
- Industry: Online Media
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Review Source
Overall rating
Terrible User Interface
Reviewed on 2014/08/27
I initially really liked phone.com for it's flexibility in creating phone tree queues and custom...
I initially really liked phone.com for it's flexibility in creating phone tree queues and custom messages. However, their customer "dashboard" is terrible. When I log in (after getting an error message every time) I finally get to the main website sales page - uh, why doesn't it direct me to my dashboard if I'm already a customer? To send a fax or do anything with the system is NOT clear in the least. The first options displayed should be big buttons to 1.Check messages 2.Send a Fax. But instead the big buttons are to view your bill or make a payment. It's not clear where to go to send a fax which the other main reason I got this account. I am a webdesigner and understand User Interface Design. The system sends an email to tell you if and when the fax goes through which is nice. If it fails for some reason you click the button to resend the fax in the email, however, again, another error message about a redirect loop. And after chatting with customer support they said if the resend button doesn't work I have to start over again from scratch. There is no way to log into the account and see the saved fax and resend it. Strange, especially when the email says it will save the fax for 7 days. So I'm not happy at all with the user interface. Too bad because these issues are so unbelievably simple to fix. Oh well, I'll find something better.
Pros
Good custom message creation and phone queue.
Cons
Terrible user interface
No way to resend a fax through the dashboard
Lots of error messages when user their preferred browser (Chrome)
50/50 failure rate on faxes so most have to be sent at least a second time.

- Industry: Retail
- Company size: Self Employed
- Used Monthly for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Great software when ready to upgrade from all the free apps
Reviewed on 2022/01/30
Phone.com gives me an alternate line for my business so I no longer have to share my personal. It's...
Phone.com gives me an alternate line for my business so I no longer have to share my personal. It's made having meetings and getting to see who I'm talking to simple and worry free
Pros
I liked that this software made upgrading from text now a smooth transition. The calls are clear and they don't drop. It feels more sophisticated and adult than my previous software.
Cons
There were a few too many options and extras for me to handle without having to look everything up piece by piece.
Response from Phone.com
Hi Kristin, We are delighted to hear that you are enjoying Phone.com. Our team is here to help if there is ever any way we can assist.