Type: Professional Only
Reviewed by: [post_author]
on: February 12, 2011
OneBox Is Best For:
Unfortunately with Onebox, we simply feel there are better virtual pbx alternatives available that in turn offer better pricing, better features for the price, and better customer service.
OneBox Pro’s and Con’s
- 2000 minute plan if all you need is call-forwarding & a few other basics
- Executive plan is 1-person only, call-forwarding system
- High priced with extra charges
- No extensions on Executive plan
- Limited Extensions on other plans
Detailed Features of Onebox
Onebox offers two different types of plans, and that needs to be made clear. They have what they call an "Executive" plan which is really designed for a one-person office. It does not offer you any type of extensions, dial by directory, or automated attendent. It’s basically an answering system with some additional features such as faxing, call fowarding, etc. You can not add a professional greeting to this plan either. In order to get the full benefits of a Virtual PBX, you have to go to their "Receptionist" plan which then starts at $49.95/mo with 2000 minutes, 4 extensions and 2 lines.
|Free Trial||Yes, 30 Day Free Trial or 250 Minutes whichever comes first.|
|Customer Service||24/7 poor (out-sourced with limited knowledge)|
|Included Minutes||Executive: 100 / 400 / 2,000
|Overage Minutes||Executive: 10¢
|Included Phone Numbers(Professional)||Executive: 1
Receptionist(5000): must call
|Cost for Additional Phone Numbers||$5 /each per month|
Receptionist(2000): 4 ($11.95/ea/mo to add w/100 additional minutes)
Receptionist(3000): 10 ($9.95/ea/mo to add w/100 additional minutes)
Receptionist(5000): 20 ($7.95/ea/mo to add w/100 additional minutes)
You can not get extensions with the Executive Plans.
|Local and Toll Free Transfer Fee||Free|
|Vanity Number Fee||$30 - one time fee|
|True 800 Number Fee||Free - but not always available|
What We Like About OneBox
Plenty of Minutes:
They offer 2000 minutes with their Executive, and also with their Receptionist plan, however we feel that for the price the other limitations of the Executive plan remove the benefits of the big minute push. At the Receptionist level again, the price is high when you take into account the limited extensions, cost for additional lines, and higher cost for features such as international virtual phone numbers ($29.99/mo). When you add up the extras, then they become a high-priced option to get the extra minutes.
What We Don’t Like About OneBox
Questionable Customer Service:
Onebox and eVoice Receptinist are both owned by J2 Global Communications. As we were doing this review we had several questions, and made repeated attempts to contact OneBox to get clarification. In some cases we got absolutely no response to multiple attempts. In other attempts it took multiple connections to their "chat-live" to get someone to answer our questions. We then questioned some of the answers we received, and the knowledge level of their customer service reps.
We question the customer service commitment when we could not get our pre-sales questions answered from either of the J2 Global Comminications companies. It may not be an issue, for you, but it is something to definately be aware of. If you are told one thing in a pre-sales chat and then find out something completely different after you have purchased the product, you may not have alot of options – remember they don’t offer a free trial of any kind.
Previous BBB Rating of "F"(now upgraded to B+):
Onebox has a Better Business Rating of “F”. In researching the complaints, most involve billing disputes or difficulty canceling accounts, while others allege excessive customer service hold times of over 10 minutes to up to several hours to speak to a customer service representative. Other complaints allege that the services do not work as advertised and are not billed as advertised and when customers complain the company simply cancels their service. We attribute the upgrade in the BBB rating the their acquistion of My1Voice and MyFax and My1Voice’s previous excellent customer service.
Limited Features on Executive Plan:
We find it odd that they market a plan in this space that in our opinion really isn’t a virtual pbx system, but more of a glorified answering system. Without extensions, automated attendent, and professional type greetings, we don’t see how that plan can be considered a virtual pbx.
As previously mentioned, you can not even get the option of extensions on the Exective plans(least costly), and on the Receptionist plans they are extremely low. Add to that the cost of $11.95 to $7.95 each per month to add them and you are talking some real potential costs as your company grows, or you have separate sales campaigns you may want to track.
Number Porting Issues:
Not all vendors are equal when it comes to leaving them and wanting to take your number with you. You may find you have issues porting your number to another provider when and if you leave Onebox.
OneBox Review Summary
All in all, we don’t feel comfortable recommending Onebox to the small business, home office, or traveling professional space at this time. Considering their previous BBB rating and customer service issues, we just feel there are better alternatives out there right now that offer better pricing, features for the price, and better customer service.
However, if you still wish to find out more about them, you can do so at www.onebox.com.
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