“billing credits never honored”

Pros

The system itself worked well in terms of functionality, convenience and overall user friendliness. Setting it up was fairly simple and their team was helpful when it came to answering questions and explaining features.

Cons

The biggest problem was billing. When I asked for a credit because of their mistake, they issued it and then charged the exact same amount again the next day. Canceling was just as frustrating. They said the service would be canceled but nothing was actually done, I was billed for another month and they refused to apply any credit to the account.

“Outdated setup”

Pros

Price wise, it felt like a solid value overall. We had previously used another internet phone provider that turned into a nightmare, with constant outages costing us tens of thousands in missed opportunities so reliability was a big concern going in. This ended up being very dependable, with very few outages the entire time we used it. Their support team is also fairly accessible although sometimes you need to hang up and call again because not every representative seems to know what they're doing.

Cons

On the downside, the phones themselves are pretty basic and ultimately were not a good match for what we needed even though I had been very clear about the features I was looking for. I had to figure out the closest fit through trial and error since there really wasn't anyone available to properly guide that process. The exchange policy is at least helpful. The dashboard also feels outdated so setting up a new phone takes more time and effort than it should. There was also no integrated SMS or at least not when we were using it.

“better for running multiple phone lines”

Pros

Compared with my local phone company, it has been a much better value for running multiple phone lines. Their portal makes managing everything pretty easy and the features are quite customizable. It also doesn't take much time to learn how to use the portal and get the account set up.

Cons

Something that still feels overpriced is paying the full $20 for a line that's only being used for a fax machine and doesn't need any of the extra calling features.

“costly service that never worked”

Pros

One positive part of the whole experience was dealing with the sales representative. The concept behind the service sounded really promising but that's pretty much where the good part stopped.

Cons

We kept the service for two months and never once got the devices they sent us to actually work. At one point, we were even told that an engineer had basically "washed his hands" of our issues. On top of that we were hit with a hefty cancellation fee for service that never worked in the first place.

“support is impossible to reach”

Pros

When we first signed up, the feature set matched exactly what our business needed.

Cons

Lately, the service and customer support have gotten much worse. Calls stop working during business hours and when that happens, it's nearly impossible to get anyone from support to respond.

“inconsistent call audio”

Pros

Getting this tool up and running wasnt difficult and the online interface made it simple to manage everything in one place.

Cons

Call quality wasn't always consistent which was frustrating. On some calls, I couldn't hear the person on the other end clearly even when they were local and using a landline. On top of that the lack of reliable internet usability on the platform created a short term issue. At this price point, I expected better overall performance.

“Helpful call records”

Pros

Keeping track of calls made and received is really easy with this software which makes staying on top of communication much simpler.

Cons

There is not really anything specific I dislike about it although notifications can occasionally be easy to miss.

“glitchy VoIP caused missed calls”

Pros

It allowed us to bring phone service from multiple locations into one dashboard that was simple to manage.

Cons

The VOIP service was incredibly unreliable and there were several times during the period we used it when clients couldn't get through to our team to handle their scheduling. It was very frustrating.

“reliable features at fair pricing”

Pros

This covers the full communications stack and the pricing feels fair for what you get.

Cons

Every now and then it can be a bit glitchy although that's pretty common with communication platforms.

“desktop calling from anywhere”

Pros

Being able to place calls from my desktop no matter where I am in the world has been a huge plus.

Cons

Voicemail doesn't always record or transcribe accurately which can be frustrating at times.

“easy to make calls from anywhere”

Pros

Whether I answer calls at the office or through the app, the call quality stays consistently excellent. It really helps make sure no calls get missed.

Cons

There's a pretty big gap in features between the basic plan and the Pro service. A middle tier option between those two would be really helpful for a company that doesn't need the full Pro level yet.

“cost effective tool”

Pros

Switching to Ooma cut my costs dramatically compared to what Verizon was charging and it also gave me a lot more functionality, including the app, a wide range of phone features and the virtual assistant.

Cons

This does rely on our internet connection and I wish that connection were more dependable. That said, the issue has more to do with our internet provider than with Ooma itself.

“great customer service”

Pros

The quality of service has been excellent and the overall customer satisfaction has been just as strong.

Cons

I really don't have any complaints though it would be nice if they added a bit more information related to AI.

“packed with useful features”

Pros

Its easy to use and comes with plenty of features and add ons.

Cons

It does require an internet connection to function so during outages you can end up offline.

“Simple to customize features”

Pros

Something that works in its favor is the pricing and I also appreciate being able to customize the features based on what we actually need.

Cons

Where it fell short for us was the service. Our phone keeps losing its internet connection over and over and even though our internet speed and latency are better than the stated requirements, they still tried to pin the problem on my connection. They even told my staff that a jitter time of 1 ms should be 5 ms, when in reality lower jitter is better, not higher.

“User friendly setup”

Pros

Compared with our previous provider, this costs about half as much which has been a big plus. The setup is also very simple for anyone who is comfortable using technology.

Cons

An issue we've run into is that the phone itself doesn't always alert us when there's a voicemail. We've also had a few glitches with the phones, like problems with Call Park, that made us reach out to customer support. On the bright side, support was very helpful and most of the problems were fixed after a firmware update. We're just hoping the remaining minor issues get resolved soon.

“billing errors”

Pros

Only positive thing I can say about this was finally switching away from it to another phone provider.

Cons

There were far too many problems to list. It assigned me a phone number and when I asked to have my company name appear correctly on caller ID, they said they couldn't do it because it supposedly wasn't an Ooma number even though they were the ones who issued it and I had the paperwork to prove that. The number worked only off and on, with most incoming calls getting a disconnect message. They kept blaming the caller's phone company even though I tested it myself from another line, plus ATT and Verizon and got the same result every time. After more than ten hours on calls, they finally admitted there was a problem and said the only solution was to give me a new number, after I had already paid to put the original number on my website and printed materials. They still refused to refund the money they charged for a line that wasn't even receiving calls. On top of that they billed me twice for the first month which I probably would not have caught if I hadn't already been dealing with all the other issues. Getting support was another nightmare. They would leave me on hold for around an hour just to transfer me to the right person, then put me on hold again and disconnect the call so I had to start all over. The reps kept giving false information instead of actually resolving anything and they blamed everyone else instead of taking responsibility.

“convenient sync with Google Contacts”

Pros

Right away, it stood out because it syncs with my Google Contacts and that has been incredibly convenient. Call recording is something I really need and the voicemail to email transcription has honestly been a game changer. The phone app has been the best part though since it lets me make and receive calls and texts while I'm on the go.

Cons

I don't have anything negative to say. I've been recommending this to others for years and they've ended up loving it too.

“customer support goes above and beyond”

Pros

Their customer service has been the standout for me. The team is always on top of things and consistently willing to go above and beyond whenever help is needed.

Cons

Honestly, I haven't come across anything I dislike about this product.

“useful 800 number”

Pros

The pricing and features are a big plus. Having the option to get an 800 number is really useful.

Cons

Customer service has been terrible. The sales reps make promises they don't seem to plan on honoring and that's been really frustrating. I referred two clients who are now using the service but I never got any compensation for those referrals. Even after reaching out to sales and following up, I never got a callback or any response to my email about the referral payment.