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Starting off, Broadvox originated as a provider of wholesale services to telecom Local Exchange Carriers (LECs) and other communication providers in 2001. Today, it provides infrastructure to businesses to leverage VoIP technologies, for example Google, who use their services for Google Voice. The company focuses primarily on providing services to Value Added Resellers (VARs) who heavily rely on SIP trunking features of the platform for call origination and termination. However, solutions can be designed for businesses of any size, and at a competitive rate.
As one of the largest VoIP providers, Broadvox spans over 80 markets in North America with an impressive 8,300 rate centers. The company mostly serves larger enterprises and VARs but are adaptable for SMB solutions as well. Their systems are highly redundant in nature, exist in privately owned facilities and comply with virtually every known communication protocol in existence today.
For a VAR, the MPLS design of the company infrastructure is one of the most valuable in the industry, as this makes application development and deployment easier than most other solutions. As middleware programming skills are tougher to come by these days (and pricey) this means it is easier and less expensive for developers to prototype and deploy an application. Protocols and codecs for VoIP (e.g. G.711, H.323 and many more) are implemented by Broadvox for developers to easily integrate with the platform.
Broadvox also includes various other technologies for functionality with other networks. As an established CLEC in various regions, services like CNAM, which helps with caller ID functionality, and LRN services for phone routing, which improves the connection times of calls, are just a few of the services offered by Broadvox. Many other service providers either do not have this capability or rely on third party providers.
The company creates custom Service Level Agreements (SLAs) for every client and promises to "bend over backwards" to accommodate clientele. Pricing is also flexible, so customers knowledgeable with competitor models have found that Broadvox will offer lower prices and with less hassle.
For the average consumer, its website can be a little intimidating. Those of a non-technical background can be daunted by the heavy use of industry specific language and thick usage of telecom acronyms. To be fair, the site is refined without laboriously explaining the depth of features included in their platform. However, this is a double-edged sword as the company appears to target customers with a larger budget though proclaiming to cater to business of all sizes.
Customer service for many appears to be hit or miss. A large majority of customers have expressed difficulty in contacting customer service or technical support, which can be disastrous if an outage occurs and calling is the primary method for revenue generation.
In select markets, Broadvox does offer residential service. Many say that it is a little lackluster as again, the company is most concerned with serving larger clients. This implies that business customers (especially the larger clients) are given priority, making smaller customers feel insignificant.
Though the company has complaints easily found across the web, Broadvox is considered by many to be one of the best companies in the telecommunications market. Its powerful platform is ideal for developers and VARs who require an adaptive platform to run custom communication applications. The ability to interface with a variety of technologies makes the service easy to use.
As a service provider, Broadvox offers solutions for VoIP telephony with most of the common features you would expect, but it does not market these services as well as other providers.
The user reviews for Broadvox have not been good over the years but to be fair, there is not a large sample size of reviews. Most of the negative responses seem to be related to customer service. We always recommend that you take time to research all aspects of a provider's offering.
Broadvox reviews are listed in chronological order.
#8 : Cary : APR 18th, 2014
I've stayed with them for almost 3 years and am wondering why. Continuous dropouts (I've been working with my ISP and firewall vendor... the issue is Broadvox). Switched data switches yesterday to try to resolve issue which worked for 4 hours. Then could not receive inbound calls. Called tech support at 3:00 and never received a call back (gave cell phone). Switched datacenter back to Dallas so phones working but dropouts again. Numerous complete system outages. Horrid tech support. Horrid sound quality. Just don't.
#7 : Jim : MAR 5th, 2013
We were so glad to end our relatioinship with Broadvox. Their network was constantly down costing us valuable time without internet and telephones. Pretty awful when our work product is stored on offsite servers. The phone were always wierd with odd noices and poor audio quality. From beginning to end their service was consistently deplorable.
#6 : Neil : NOV 8th, 2012
Worst customer service away. Like someone else below, we have had our IP address attacked numerous times despite fire walling to the hilt. Stay away.
#5 : Davis : AUG 8th, 2012
The customer service is worse than dealing with the government. For 2 weeks back in March 2012, all calls to customer service when straight to voice mail which were never returned. (Found out they were having server problems, and this is a VOIP phone company.) The reasons for my call was to port a new number onto our service. I finally got hold of someone and got the documentation submitted that they wanted. A month passes.....nothing... I finally get hold of them again...oh, you need to submit this other document...more time passes... Hello, what's going on? Found out I didn't fill out the LOA correctly. Resubmitted and more time passes...nothing... Hello, what's going on? Found out the LOA still isn't right, even though I filled it out how they told me. Resubmitted and more time passes...nothing... Called and found out they "never received" the last corrected LOA even though I have a confirmation email that they did get it. I resent it to them and got a response back that it's still not filled out correctly....What the H*LL. I've now submitted the LOA again and it's been 5 months trying to port in a number and still no number has been ported. I'm looking for a new VOIP provider. I'm sick of Broadvox.
#4 : John : FEB 22nd, 2012
Broadvox Communications may be the worst customer service ever. I don't know if I can put up with their lack of network security any more. We've had our network scrubbed and scrutinized and we have no unauthorized access. Yet somehow, no matter how often we change our password, a softphone somewhere on their network is using our IP address to spoof calls to international numbers. I'm not paying for it, and if you keep shutting down my phones without permission, I will go to every VOIP review site that exists and tell this story. FIX YOUR NETWORK!!!
#3 : Thomas : OCT 3rd, 2011
Avoid business at all costs with these folks, terrible customer service.
#2 : Drew : SEP 21st, 2011
Very bad provider I would stay way if considering
#1 : Jarrett : JUN 7th, 2010
reliable and consistent.
Comment by Jim on 8/14/2013 : Nice post, from an obvious Broadvox employee.
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