We switched to VOIP with phone.com about 2 months ago and have had nothing but trouble with dropped calls, service outages, and bad customer service support. We are told that dropped calls are often caused by their service upgrades -- which they do during regular US business hours.

We are on the phone with their customer service department at least 2-3 times per week.

We are very unhappy with the service.

I've been a customer for a bit over a year and generally I'm very happy with Phone.com. I use both their Virtual Office and VOIP (Home Phone) services for a small business (2 extensions plus fax).

Pros: the biggest plus is their knowledgeable, available, and honest support staff. I've dealt with other companies over the years (AT&T, Verizon, and briefly Vonage) and Phone.com's support is heads and shoulders above anything I've seen before. I also like receiving voicemails as email attachments.

Cons: you need to call customer support before you can call internationally; this is mentioned nowhere in the documentation--you need to discover it on your own. More generally, their product documentation is skimpy, though most feature controls are intuitive. Also, they recently sent new phone adapters (on their own initiative) and asked me to send back the old ones, and I had to pay for return shipping--a minor annoyance not in keeping with their general customer-friendly attitude.

Overall, I've been very happy with their service. I wish other companies valued their customer service reps in the same way.

Although the features are pretty good, the lack of knowledgeable support reps completely ruins the service altogether. Configuration of the system was quite confusing and, again, the support team was unable to offer much guidance. While Phone.com offers a call queuing feature it is not intelligent like those provided at RingCentral, which is who we decided to ultimately go with.

Overall I will give Phone.com 5 stars for effort and 4.5 stars for execution. Have used their VirtualOffice (business) and HomePhone services for 3 months.

PROS: Great feature set, awesome user interface, nearly limitless options for call handling, very responsive 24x7 customer support. Excellent value for price.

CONS: Due to the nature of VOIP it is still not as reliable as the old style phone service from the TELCO. Occasional (maybe 2-3 per month) issues include dropped calls and temporary inability to place or receive calls. Usually these issues are fixed in a matter of minutes (15 or less), but if it happens at a critical time (ie Sales Call) it can be a bigger issue.

Awful service from start to finish; sent a broken devise; not shipped when promised; inept customer service. AVOID THIS COMPANY.

They claim 24/7 tech support. My account is down and I tried their web chat to get help - after waiting five minutes of waiting for a response I receive a message that "chat is not available". Then I telephone their 800 number and wait on hold 35 minutes with NO response at all. I have emailed them...no response.

They do not offer 24/7 support and my business is now interrupted. An error like this over-rides months of flawless service.

Tried their Virtual Number service for the reason that according to their website it supports "Phone.com™ Mobility". But as it seems this is just a lie, it does not support any Softphone or IP phone on that type of service, all they want you to do is to upgrade to their virtual office product, which I just don't need, sad.. it all looked good op paper..

Switched from Vonage recently and am EXTREMELY happy with the service, was suffering from dropped calls and no dial tone with vonage which they blamed on my ISP but offered no real fix, until I got tired and switched to Phone.Com and to this day not a single drop call or no dial tone with same isp I had with Vonage, and the price is unbelievable, I am saving $15 a month now.

We migrated to phone.com service on June 2009 and since then we saved thousands of dollars on our communications expense. The service works great and I highly recommend it.