Reader Kevin Deitrick wrote me to share his recent experience with Voip.com and how it contrasts to his previous VoIP service provider, Vonage:

I have used vonage for just by a yr and with 100% satisfaction I set up a virtual number and it was working in 48hrs the customer service was great I had a problem with the router well with one side of the phone hook up and there tech support walked me through troubleshooting it and switched it by in under 20 mins. I regret having to leave the company when I moved into an area that they did not cover. Unlimited usage real was unlimited my family lives in Michigan and my children shout back there a lot I use aprox 3500 mins a month and with no complaints from vonage.

I switched to voip.com in june of that year and have had nothing but problems with there billing service and support. They billed me my normal monthly bill for 2 months soon after the next 2 months they billed me 50-40 plus my monthly bill and my bill is different every month. It took them by a month to setup my virtual numbers next considering of my usage they threaten to switch my unlimited monthly usage to a small business and of course a month later they did. There prices are great but there only suggestions that is what I have been billed since June. There customer support is ok there reply times can be days sometimes sooner but not on average. I have lost many phone conversations while using there service even though my World Wide Web connection was still working good. When I inquired about the additional 90.00 a month charge they told me it was for the cost of setup and the router but now that I am going to cancel they still are requiring that I

return the router or they will charge me for it again. I hope that you can warn you viewers of that policy of there’s before they construct the mistake of following your advise as I did and tried that company and expecting the same service I got from vonage.

Kevin plus included a list of his first seven monthly bills with Voip.com that ranged anywhere from $21.45 to $55.03 and he says he received no explanation as to why there was such a difference each month. In addition, there were four additional charges of $40, $50, $40 and $50 that all happened within the span of one month, which he contests as explained in his review.

I welcome any official response from a Voip.com representative, either by e-mail or through the comments section, that clarifies that dispute and/or gives the other side of the story. A smart VoIP provider knows that in order to thrive in that business, it has to please its customers, knowing that word of mouth works both ways. I’m certain that case can be settled in an amicable fashion for both parties and I hope that I will have a more pleasant follow-up to post soon.

Disclaimer: The opinion expressed in the above quote is a 3rd party review and not necessarily the view of The VoIP Service Blog, which is an affiliate of Voip.com.

Have you had an experience with a VoIP service that you’d like to share? Leave a comment or e-mail me at voip_telephony [at] yahoo [dot] com and I’ll publish your review or directly link to the review on your website.

Original post by Zack