VirtualPBX Review

I wish to add to the review below. After writing this and emailing Greg Brashier he reached out to me. We discussed these issues one by one. He assured me this is not how they do business and granted a refund for our down time. I truly wish we were able to talk before it had to come to this and I am very thankful he reached out even after we left the company. I believe they are a good company but did have issues with our account that were not addressed properly. At this point I would recommend them for a small business and believe they would support any issue that came up. This did not happen with us but I think we just slipped through the cracks. Thank you Greg for representing Virtual PBX so well and honestly caring about our concerns.

Dan - Thank you for taking time to speak on the phone. I really appreciate the opportunity to discuss the experience you had. I hope you found our conversation as helpful as I did. We take feedback like yours very seriously and speaking directly with customers helps us improve all aspects of our business. We are already taking action based on the experience you shared with me. Thank you for being a customer for two years!

Greg Brashier
CMO
Virtual PBX

We were with Virtual PBX for almost 2 years. Being a growing business we rely on our phones for all of our business. Over these 2 years we had issue after issue with this service. At the end we were having 2-4 hours or more a week of unexpected down time. Often our phones would just stop ringing; calls would still go to voicemail but not to the phone. Their level 1 technicians, though nice on the phone, are not knowledgeable enough to resolve anything more than basic issues and wound up taking 1-2 hours on average to resolve anything. Their “24 hour support line” is seldom answered after hours and voicemails are not returned. On Election Day they oversold their circuits, this caused us to loose approximately 40%+ of our calls that day. When presented with this they replied by critiquing our business and stating “we didn’t have enough operators to handle all of those calls anyway”. With all due respect VPBX we were paying you to provide phone service, not evaluate our business and what we are capable of handling. By the way we did have enough people staffed to handle the traffic had your system been functioning properly, more labor costs lost to Virtual PBX. We tried over and over again the whole time we were with Virtual PBX to resolve these issues all to no resolution. At one point they even deleted our phone number “by accident” due to an internal miss communication; this cost us 5 hours of down time on that day alone. In all of these issues they never stepped up once or took responsibility. Most issues were just dismissed or never replied to, it became so frustrating and we don’t even want to think of how much time over our 2 years we spent dealing with them and their “system”. All in all Virtual PBX failed to meet any of the expectations they stated as far as support, uptime, and reliability. I would not recommend this service and advise you look elsewhere if you need a PBX service. I personally rate Virtual PBX no better the Google Voice, which is sad for how much they charge, which is by the minute (read the fine print).
Dan
Network Administrator
MCSE

I have been using virtualpbx for about half a year now for my Architectural practice start up.

I wanted to test it all out before leaving a review. We use the system with a couple of phones, including bria softphones and a linksys VOIP desk phone.

The service and support so far has been exceptional. Using the softphone on android or iOS requires a very strong data signal. With a few bars 4G, it is clear and no lag. If data slips at all, expect issues, and contrary to what you will read trying to use 3G service is possible but not good quality.

Setup took some time to get just right, but that is because they offer a host of options and possibilities. I prefer this, with some learning curve, than being limited.

Overall, its a great service and I look forward to a long relationship with the company.

Marcelo,

We apologize for the issues that you experienced. Please know that we take these issues seriously. We have already made changes to some internal processes as well taken steps to eliminate the root cause of the issue. We are continuing to monitor all of our systems as we make these adjustments and please rest assured we are doing everything within our power to ensure that we do not have further problems through the changes.

Please contact me directly if you have any questions at (888) 825-0800 and ask for my extension.

John Coyle
VP of Sales

Hello Kamran,

Thank you for trying Virtual PBX. I would be happy to answer your questions.

1. We can help you disable the auto-attendant greeting. In fact there's a couple ways to do that -- ring the phone number directly to your Virtual PBX extension. Or better yet, you can ring the phone number to the ACD Queue that you get free with the system, which allows you to queue up inbound callers.

2. We can also help you disable what's called the "extension transfer message" (please hold while your call is transferred). At that point, we are putting the caller on hold and dialing out to find you on your cell phone. We can help you adjust your on-hold music to just play ring tones as well.

3. By default, all voicemail is on your Virtual PBX extension. However there is a setting, called Direct Connect, configured on a contact phone by phone basis, that allows the caller to just be connected to the contact phone as soon as we receive the "off hook" signal from your cell phone carrier -- as soon as you answer your cell phone or your cell phone voicemail kicks in, the caller is connected. Please be aware that this bypasses the voicemail-to-email feature of forwarding the voicemail message to your email as a WAV file.

4. There's a couple of ways to see minutes used. The best report is the "Minutes Used" report in the vBilling portal that shows you the minutes you've used in the system from your last billing cycle date. We also have 17 different reports under the "Reports" link at the top of the vConsole portal that allows you to view the different call data.

We would to help you further. Please contact me directly by asking for me via the Sales line, or you can talk to any of our Sales agents at 888-825-0800, option 1. Alternatively, our Sales team is available at sales@virtualpbx.com. We look forward to working with you!

Regards,

John Coyle
Virtual PBX Sales

Virtual PBX is awesome I moved from freedom voice and Virtual PBX has way more control and options. The price is competitive and you get what you pay for. Only issue I found is with faxing some images did not take. Overall better than other comparable services.

I have been a customer of VPBX for a number of years, and have watched the feature set grow over time. I have been impressed with their attention to ease of use by road warriors, as well as incorporation of innovative features such as the ability to have your VPBX call you overseas to enable calls at US rates. Their support of VoIP and softphones (Bria on iPhone) has been a very useful feature for us. Integrated conference calling and clear billing statements make VPBX a powerful and cost-effective business tool. If you are looking for a serious business tool, try this one. In my experience, support issues are handled quickly, and the web-based interface makes administration of various options straightforward and quick. The phone-based interface is more cumbersome, but it is available to manage the system when away from a computer. I find VPBX to have the best business feature set from a real user's perspective.

Hello Susan,

I'm very sorry that you've experienced these issues. That is definitely not the norm. I would be happy to step in and see how I can help. I would like you to please get back to me directly by calling in to our main number (888-825-0800) and asking for my extension. I look forward to working with you and resolving your issues.

John Coyle
VP Sales & Business Development
Virtual PBX

We were using Comcast's VOIP service for years, but were getting to a point where we couldn't add more lines to that service. I therefore started researching hosted PBX solutions and decided to sign up for three different ones and try them all out for a month before deciding. The three providers I tried were RingCentral, Ringio and Virtual PBX. In the end I went with Virtual PBX because they were the only ones that provided the ability to record all calls - which we need for training purposes.

Today we have over 25 phones running on Virtual PBX and are very happy with the stability, call quality, and cost savings over Comcast.