“Easy to set up”

Pros

Setting up this phone system is pretty simple and it gives us the flexibility to create the MSP-specific queues we need for different situations.

Cons

The reporting still needs improvement and both the mobile app and web app can be unstable at times.

“Smooth Teams integration”

Pros

It is pretty easy to use and the MS Teams integration works reliably almost all the time.

Cons

tech support feels limited and doesn't do a very good job with follow-up.

“Helpful call tracking options”

Pros

I enjoy having several ways to keep track of calls, missed calls and voicemails. It's simple to use and the desktop version makes it convenient to work remotely while still taking calls.

Cons

Honestly there isn't much about it that I dislike.

“support team stands out”

Pros

Support team really stands out. They've been quick to reply and genuinely willing to help with every issue I've brought to them. Honestly, I couldn't expect much more from a support staff than what I've gotten.

Cons

On the technical side, the service works well but some of the smaller details have been disappointing. Our old landline setup actually handled a few things we still need better than this one does. We did buy lower-end phones and I'm sure that plays a part but tasks like setting up or updating the directory are more difficult than they should be. Another feature we really miss is being able to forward voicemail directly from the phone instead of only through email. It's possible that choosing higher-end phones would have avoided some of this but we didn't realize that when we bought them.

“customer care service disappointed me”

Pros

The online portal is fairly simple to use and manage.

Cons

Support is pretty limited because they don't really understand how their product fits into a custom setup. That's disappointing because if they could make it work properly with Teams calling, it would be a much better option since that's the industry standard. Also, all call handling and routing has to be managed through their portal instead of the Teams admin portal.

“Would recommend!”

Pros

Feature-wise, it may not be dramatically different from other options but the customer service and support truly make it stand out. A lot of providers are helpful during the sales process and then disappear once the contract is signed but that has not happened here. Their team stays responsive, helpful and available when needed. I would definitely recommend it.

Cons

The system is not the most user-friendly to use but the outstanding support more than makes up for that.

“Reliable phones for front desk”

Pros

Working reception, a phone is absolutely essential so I really couldn't do my job without one. These phones are very, very simple to use and make day-to-day work much easier.

Cons

At times some of my staff still have trouble figuring out how to navigate the phone.

“Frustrating onboarding and ignored complaints”

Pros

After less than a week with it, the only real benefit I can point to is the lower price. We definitely reduced our costs but from a product standpoint I have not seen anything that is better than the service we used previously. Maybe that view will improve with time but after such a terrible onboarding experience, I am not very optimistic.

Cons

We have been on it for less than a week and the list of frustrations is already pretty long. The biggest issue by far was the onboarding. We filled out their setup spreadsheets and scheduled our port date weeks ahead of time. When the port happened, we were only told to expect around 15 to 20 minutes of downtime. Then, only on the actual port date, we were informed that we needed to figure out how to reboot and reset all of our Polycom phones ourselves. That meant either tracking down passwords because the default Polycom password did not work or going through a 15-minute override process for every single phone. In the end, we lost the entire day dealing with equipment problems that could have been handled over a weekend or after hours instead of disrupting our workday. What made it worse was that net2phone never offered any apology when I shared how frustrating it was. On top of that, the mobile app has been even glitchier than the one from our previous provider, even though I had already made it clear that app reliability was a major concern for us and our remote staff. Worst of all, everyone involved at n2p has completely brushed off my complaints and acted like nothing was wrong.

“poor support”

Pros

Setting up telecommunications for our business through Microsoft Teams Direct Connect was fairly simple. That's honestly about the only positive thing I can say about net2phone.

Cons

Make sure to go through the contract very carefully because we got stuck with a lot of early termination fees when we switched providers. We left because the billing for trial services lacked transparency. After canceling some of those services we were no longer using, we wanted a clear idea of what the next bill would look like. Getting a real answer from them, whether through support or any of their portals, was nearly impossible. All they sent back was a screenshot of the current bill and the only explanation I got was basically, "wait for the next bill." That's unacceptable from a telecommunications company. The support quality was also extremely poor and it honestly felt like I was dealing with someone with very little training or experience.

“Total disaster”

Pros

Choosing this service was the worst decision we've ever made. During installation, they disconnected our old phone lines which would now cost us around $40k to switch back to another carrier. The phones barely function and the customer service is terrible as well. We can't even reliably reach each other within the same building, let alone maintain a clear call. I would never consider this a company worth working with.

Cons

they're basically useless paperweights instead of actual phones. They can't communicate with each other or with the outside world with any consistency at all.

“Reasonable pricing”

Pros

The combination of pricing, call quality and the help from technical customer service has been really impressive.

Cons

I don't have any complaints since I'm still new to the platform and the installation process.

“Horrible support”

Pros

Honestly, I can't think of a single positive thing to say about it.

Cons

Customer support feels completely uncaring. They promote their system as being simple to manage yet they still make you call them for tasks that should be basic and simple. On top of that, they overcharge through excessive regulatory fees. Whenever problems come up, they don't handle them professionally or try to work things out with the customer. Instead, if it's an issue they don't want to deal with, they threaten to cancel the service. And these kinds of problems reach all the way up to senior management.

“responsive staff”

Pros

Whenever something comes up, their customer support team is very responsive and actively works to get it sorted out. The pricing is also quite reasonable which makes the service even more appealing.

Cons

There are other providers on the market that offer a wider range of features.

“Helpful training and support”

Pros

Getting started was simple because training is included and the customer service has been excellent.

Cons

It's still too early for me to point out any downsides since we've only just started using the new system.

“Been dependable for years”

Pros

After nearly 10 years of using it, it has been almost flawless for us.

Cons

There really isn't much to complain about although it would be much more useful if recorded calls could be searched by phone number instead of only by date.

“Cooperative team”

Pros

From order processing all the way through delivery and implementation, the staff was consistently helpful and really knew what they were doing.

Cons

Nothing to point out here since the staff has been so helpful throughout the whole process.

“Lifesaving support”

Pros

During one of the hardest times for my husband's business, when we were dealing with a hostile takeover attempt, Mark was an incredible help. He stepped in right away, handled the situation fast and came up with a brilliant out-of-the-box solution. Taking on such a nasty company felt overwhelming but having someone like Mark in our corner made all the difference. We're truly so grateful for his support. And as a bonus, he has a lovely Irish accent too.

Cons

In an emergency I couldn't just run to Staples and pick up replacement phones after a hostile employee threw all of ours away.

“attentive support team”

Pros

Across several conversations with different teams, from support and Customer Satisfaction to Account Management, everyone was genuinely eager to assist. Whenever I needed to be handed off to another department or person, they made sure the transfer was fully taken care of before leaving the call.

Cons

A few parts of the system could be more user-friendly.

“Disappointed with it”

Pros

There wasn't anything about this service that worked well for me and I'm very disappointed overall.

Cons

The biggest problem was the customer service and how little attention was given to the tickets I submitted. On top of that, the setup process was extremely difficult and the engineering team provided very little help when I needed it.

“Shaky calls”

Pros

Being able to work without a physical desk phone is really convenient especially with remote employees who occasionally come into the office and need to get their work done.

Cons

Customer support could be better and calls frequently cut in and out which causes a lot of the conversation to be missed.