bandwidth.com: so far so good
Posted on: June 13th, 2008 by far182
Good sales proccess. Not pushy at all and very friendly. They are one of the more expensive solutions around but their reputation for quality and reliability are top. They standardize on the Edgemarc ALG Voip gateways which I have experience with. This says alot about how much they care about voice quality. With the Edgemarc the phone quality is as good as a PRI.
Ordered a T1 and 10 Unlimited Two-Way SIP trunks from them. They promised 45 days from order to install and delivered in about 35. The T1 is a Qwest T1. I required a very basic extended Dmarc, but they still wanted to charge me over $300 extra for it. Considering I wanted the provider to be completely responsible for the quality of the solution, I decided to pay for them to-do it.
While waiting for the install I checked my online portal. I noticed they had forgot to add my Suite number on our building address. Worried that this would cause problems I emailed and called my install coordinator about it and was promised it would be resolved. He did update my address on the online portal, but somehow their system still had our address without our suite number. Since there are about 45 companies in our building, when Qwest came out to install the extended Dmarc they didn't know where to go. They didn't do it. I had to call into bandwidth.com and have them coordinate sending Qwest back out to-do the Dmarc. Not that big of a deal, but worth noting.
Also, I was getting worred because we still hadn't recieved our router. The install coordinator said they were delayed because of a backorder on parts. He promised that when it came in he would overnight it to me. The router came in and they configured it. But instead of overnighting it, it came ground shipping. This took 8 days to get to us. Again, not a big deal but worth noting.
The router came in and I plugged it into the T1. The T1 lit up perfectly. Though the LAN side IP was not set correctly by them (they have you fill out a questionair on how you want it). The next day I worked with the Activations team and they reconfigured the router per our needs and internal network. Working with them took a lot longer because the router wasn't pre-configured correctly, but their service was top notch. These people are very nice and really know customer service. Ontop of all that they are very technical and know how to-do their jobs well. This is a rarity in ISP's.
Once activated we placed many test calls and they were fantastic. The service is absolutely stunning. Also, the Internet is very speedy and feels like a Teir1 provider.
Sadly, we had forgot to test DTMF before ending our call with activations. We soon found out that DTMF wasn't functioning. I called into support and was quickly greeted with yet another very nice and friendly support person. They took my ticket and said someone would get back to me in 1/2 hour. As they promised, a tier2 tech did call us back. We worked on the issue for a few hours and foundout that our PBX had DTMF compatibility issues with the voice provider they had us on. Their level3 tech put us on one of their other providers and this solved the problem.
All in all the experience has been great and the service is very high quality so far. If choosing again, I would for sure go with Bandwidth.com. Great quality phone and Internet and friendly customer service. There might be a few mild bumps getting started, but all in all they are a great fit for us.
If you need a rock solid service, Bandwidth.com is a great choice
This review is the subjective opinion of the user and not of MyVoIPProvider.com or VoIP Review.