We've been using VirtualPBX for years. It helps our company appear much bigger than it is while also providing the services we need (call routing, different dept/personnel extensions, sending/receiving faxes, toll free number, etc). I personally never had an issue with their interface (they did redesign their site to make it look nicer) and was able to knock out what we need quite easily. We do monthly reviews of all the vendors we use and have yet to find a reason for us to choose any other provider! read more

We have used VirtualPBX for over a decade. Professional extraordinary technology.

I have been with VirtualPBX for about 18 months now and have been really happy overall. My set-up is somewhat complex, with a soft-phone integrated into a Taxi dispatch app both in the US and Philippines. Also my hours of operation and queue call flow is a little unusual, but they worked with me to come up with creative solutions that work for my clients and keep my costs down. It has cost more than I had hoped, but I don't want to give up features like the call recording. I have called and reviewed the bills and possible changes...they have been transparent and professional so I know what I'm paying for and want those features. The phone apps are great and I like the interface now that I have more experience with it. Set-up was a little painful, since I was also starting he business and didn't have the right router at first. (Follow their router recommendations, it helps a lot) I see they have Dash now and a Concierge service to help with set-up...I think both make sense. The support has been good. They stick with the issue, even when I am trying to do something the system wasn't really designed to do. I worked with Kat (Kathy) Melendez mostly, who has been great, but honestly all the people I have worked with there have been solid. I got the free phone deal when I started, so if they do something special for loyalty, re-upping, they get the fifth star :) read more

I've been a client of VirtualPBX for about 7 years now and never thought to write a review until today. My experience with this company has been absolutely flawless over the years. Their plans have changed since I signed up long ago so I'm on a grandfathered plan, but the current offerings seem just as good, if not a tiny bit more generous. The product is great, the customer service is friendly and helpful, and the mobile apps (in my case, iOS) have rocked my on-the-run workflow's world. I've developed tremendous faith in this company and their product over my years with them. Keep it up, VirtualPBX! And small business owners like myself: these guys are absolutely worth a try. read more

If you're looking for a PBX system where they will tell you that it's everything you need and more, then this is it. However, you will pay them, and it's actually NOTHING that you wanted. The system is not at all user friendly. If you want to do something, you need to change it in 5 different places. The app doesn't work if you're on a micro-cell or if your internet is a little bit off. "Yes, we have 24/7 support, we can do everything you need and more!" Not at all true. I can't contact ANYONE before 10 AM EST. Try calling them on the phone for support and you will have to wait for 20 minutes. I try and transfer a call and it says REPEATEDLY that "this extension doesn't exist" when I was able to just transfer to that extension just 10 minutes ago. My company is basically on hold when this happens. This is unacceptable service, and I want everyone to know this. I have decided instead to use Ring Central. There is NO PORTING fee with them, where it was $25 with Virtual PBX. It's also a third of the price, and it's WAY MORE user friendly. They informed me at Virtual PBX that my porting would take 2 weeks (which cuts into your 30 day money back guarantee!!!!) and it truly did take that long. With Ring Central, I signed up on Tuesday and my number is being ported Thursday. It can't come soon enough so that I can be done with this TERRIBLE SERVICE AND SYSTEM!!! read more

I'm very happy with my VirtualPBX service - especially after they upgraded their platform a year ago or so. They were very helpful getting me set up and It has all the functionality I need and at a great price. 50%-75% less than my previous service. read more

I was looking for a new phone service, and came across VirtualPBX, I asked Sharon, 'why should I switch to your company?' Her Response, 'We were the pioneers in virtual phone systems. We've been doing it longer than anyone else.' Well I gave them a shot, I was looking for call recording, all calls. Then I started trying to set the account up. It was very cumbersome, then I went to set up the call recording, read the information on it, and couldn't find the button they said was there, it wasn't. Owning my business, I had to work on this at night and tried calling the company, no support after 5:00pm PST. That is when I knew this wasn't working for me. Their system looks like it designed in the late '90's. I called in to cancel, the billing person said I needed to send an email. I sent an email, and it still didn't get cancelled. I got a reply back from the email, so I know they saw it. I got billed again, on a system I used to make about 5 test calls. I don't usually like to write bad reviews, but this case is different. AVOID LIKE THE PLAGUE, KEEP LOOKING read more

I spent a lot of time learning the system and setting up my service with Virtual PBX . It took much longer than it should have as I received contradictory and/or incorrect info from no less that three different tech support reps but, hey, I expect shitty service from anything telecommunications related so bravely I pressed on. Finally a supervisor helped me out and I was good to go, or so I thought. The next day, a Saturday, I went live, forwarding all my business lines to my Virtual PBX numbers. Two of the three lines worked fine but the third line was not functioning correctly and I could not figure out the problem so I called tech support. Guess what? They don't answer the phones weekends or evenings. WTF??! Well Mr Virtual PBX, my business operates on weekends and my phones are my lifeblood .So I unforwarded my phones and come Monday I will call to cancel but I have to wait 'till 10am because they only answer during 7-5 Pacific time. You may notice I have also given poor reviews to other Virtual PBX companies. That is because in my humble opinion they all suck some serious monkey balls (not to insult the noble genitalia of our simian friends). If you are a small business owner be very careful about these companies. And do not port your numbers before giving it a thorough trial run. Edit: PBX replied to say they do have 24/7 support. That's nice to know--why not share that info with your customers beforehand? read more

I wish to add to the review below. After writing this and emailing Greg Brashier he reached out to me. We discussed these issues one by one. He assured me this is not how they do business and granted a refund for our down time. I truly wish we were able to talk before it had to come to this and I am very thankful he reached out even after we left the company. I believe they are a good company but did have issues with our account that were not addressed properly. At this point I would recommend them for a small business and believe they would support any issue that came up. This did not happen with us but I think we just slipped through the cracks. Thank you Greg for representing Virtual PBX so well and honestly caring about our concerns. We were with Virtual PBX for almost 2 years. Being a growing business we rely on our phones for all of our business. Over these 2 years we had issue after issue with this service. At the end we were having 2-4 hours or more a week of unexpected down time. Often our phones would just stop ringing; calls would still go to voicemail but not to the phone. Their level 1 technicians, though nice on the phone, are not knowledgeable enough to resolve anything more than basic issues and wound up taking 1-2 hours on average to resolve anything. Their "24 hour support line" is seldom answered after hours and voicemails are not returned. On Election Day they had outages, this caused us to loose approximately 40%+ of our calls that day. When presented with this they replied by critiquing our business and stating "we didn't have enough operators to handle all of those calls anyway". With all due respect VPBX we were paying you to provide phone service, not evaluate our business and what we are capable of handling. By the way we did have enough people staffed to handle the traffic had your system been functioning properly, more labor costs lost to Virtual PBX. We tried over and over again the whole time we were with Virtual PBX to resolve these issues all to no resolution. At one point they even deleted our phone number "by accident" due to an internal miss communication; this cost us 5 hours of down time on that day alone. In all of these issues they never stepped up once or took responsibility. Most issues were just dismissed or never replied to, it became so frustrating and we don't even want to think of how much time over our 2 years we spent dealing with them and their "system". All in all Virtual PBX failed to meet any of the expectations they stated as far as support, uptime, and reliability. I would not recommend this service and advise you look elsewhere if you need a PBX service. I personally rate Virtual PBX no better the Google Voice, which is sad for how much they charge, which is by the minute (read the fine print). Dan Network Administrator MCSE read more

They offer the best tech support (for the rare times you need it), are an affordable solution for a small business and help us take call from anywhere - even on a month long vacation in California! read more

I signed up for an account about a week ago. They asked for a photo ID which I sent by email to their billing account. They still replied back that they want a photo ID of me holding it. So I replied with the photo ID while I am holding in my hands. It turned out they wanted me to hold my ID next to my face and take a picture of myself and send it to them! No where on their terms of service and agreement does it say anything about a credit card verification by taking a picture of yourself. I have been in online businesses for over 10 years and I never heard of such a verification process. The usual process is to send a photo ID or multiple photo IDs. They refused to give me the name of their credit card company because they know I can file a dispute against them. The reason they are doing this is either because I have an arab name and they are a racist company. Or because they just created new rules of credit card verification for the entire world. read more

This company is not transparent on the cost of their services and the billing platform, customer service and dashboard are all awful. Since signing up, we have not had a single bill that was clearly documented or correct based on our contract.In fact, bills are up to four times higher than what was advertised to us. We argue with our account rep every month over erroneous charges. We keep hearing that the problem will be solved then it isn't. Now we're in the middle of trying to get several months of bills straightened out and they charged our credit card without authorization. This company is a scam. Stay away. We will be filing a complaint with the BBB. read more

There are some charges that the website and salespersons do not do a good job of disclosing or quantifying. So after signing up and paying for a full year's service, I learned that I still have monthly charges due that amount to another 12% of what I thought I was paying. In fairness, even with the surprise surcharges we're still realizing significant savings over the Verizon/Avaya program we are on now. During the course of setting up our administration when I noted the discrepancy, the billing department had originally told me that the additional charges were closer to 30% of what I thought I was paying. When I posted the original version of this review one of the management team very admirably reached out to me to correct the error. And despite the error, the billing department (along with the management individual I spoke with) is the most responsive and has the best bedside manor. Maybe it's me but both the sales and service departments have a "why are you calling me" vibe. of course the pricing is good enough that they may just be overwhelmed. Seeing as I still don't have the phones setup I don't yet know how well it works. If it replicates or improves on the prior system it will be well worth the speed bumps. EDIT: I now have the system setup and I'm really quite pleased with it. The call quality is very good and finally migrating our little office to an integrated system that delivers voice and fax messages to email is really great. On top of saving about $275 a month on a 4-line system over our old Verizon/Avaya contract, it's terrific. Within 30 days of paying my annual subscription, I got an email alerting me to new "recovery" charges which are being added to my bill. read more

We used them for 2 years and while the service and quality was about average they're customer service is awful. We finally made the switch to a new service. We cancelled our plan a few days after the renewal. and they still charged us close to $3000 in yearly fees that we will not be using. they are refusing to work with us on this matter and there really is no clearly written cancellation policy on the "contract" that we signed. WHAT A SCAM! read more

I was a customer for 8 years before the company suddenly increased their prices from roughly $60/month to ~$600/month. We had been using the product simply as a virtual voicemail service and were happy to pay about $750 / year for very little. However, this new pricing scheme would amount to making our least important piece of technology (basically a VM spam filter) more expensive than all of our CRM, collaboration tools, and other technology combined. VirtualPBX is terrible...customers BEWARE. Also, if they keep their strong rating here for much longer, I have to believe it is because fully business is happening with the review site because this is simply egregious. read more

One of these companies who puts all their effort and best people in the sales team and absolutely nothing into their support team. Before I signed up they've answered all my emails within a couple of hours and called me several times a week to follow up. After they've got their money however they have zero interest in the customer. I have for the last 2-3 weeks tried to schedule a training session which I've been promised but they just refuse to reply to my emails. And when I'm able to get hold of someone on the phone the only thing they say is that they are short of staff for the moment so they don't know when they will be able to schedule anything. Absolutely disgusting behavior, avoid at all cost. read more

My pleasure to write this up! It's actually my 1st but had to let those of you not sure how it will work - it DOES!! I really was skeptical and dreaded the change over - thought of all the issues we would have and we seriously have not had any. My company has had Virtual PBX for over a year and a 1/2 and it's been seemless. When I did have a question or needed support they always got back to me right away. They are so on top of it and so friendly, knowledgable & really there for you. I was skeptical - but now I'm a believer :)"! read more

There are much better companies out there - chose one that is good to work with. We signed up for the service and paid in full for the year. Due to business changes at our company we never ended up switching to them and did not even connect to the service. Upon receiving notification that we were 'auto-renewed', they charged us and would not refund the money for the following year. The first person I spoke to said they would credit our account and refund the money. The next 3 people all said they would investigate why there was no credit and never would return the call. read more

DO NOT WASTE your time or money with these A**HOLES. This is the worst experience I've had with vendor since I started my business ten years ago. I ported my phone number to Virtual PBX, and when the process started they said it would happen in 4-6 weeks. 4 days later in the middle on the business day, my phone goes dead. A) They gave me NO prior notification that my number was going to be ported on that day B) My incoming clients and customers were greeted with a "This number has been disconnected" message C) I had a prospect worth $10,000 call in during the time when they were screwing up the porting process. I may never get that piece of business back D) I had a conference call scheduled with a client and I was unable to make that call because my phones were down E) The bastards argued with me that I received incoming calls during the time when they were porting my phone over. Even though, THEIR OWN phone logs show the calls that came in F) They so kindly offered me a credit of $10 for my trouble. What a fu**ing insult!? When they cost me a significant piece of business and almost a full day of productivity. G) Over the numerous calls made to try to deal with these issues, it became really clear no one at Virtual PBX gives a sh*t. I decide I would not give them one more dime of my hard-earned money. After only 4 weeks, I've already switched to one of their competitors--Vocalocity. This is my first day with them, and they are great. I have my own dedicated account executive and the porting process has gone through seamlessly. Up yours, Virtual PBX! read more

Difficult to use management interface, so slow to transfer calls so most callers hang up before my phone starts to ring. Conference calling has terrible static to the point where it is not usable. Tech support used to be good but is now outsourced to the Philippines and the agents are not fluent in English. Takes multiple calls to resolve even the simplest issue and each call involves a lengthy account verification with people who seem to have a great deal of trouble understanding English. Explanations by tech support are incoherent. read more

What a Complete Scam! I feel so taken advantage of by the salesman who promised me "the world" I started service in March, PAID IN FULL for a year and since then have been receiving INCREASING Bills each month. So this hasn't been a savings at all like they had told me to get me to switch, I am actually paying about double what I paid with Verizon. When I called Billing Support I was told they are charging me PER feature PER phone Features that I was told were included. If I could give NO stars I would. Not to mention the phones have issues at least once a day, Dropped calls, cant even answer calls, Delays (which they say they are working on). Just ridiculous. Very Unhappy Customer read more

My company had this service for 3 years and each year was a nightmare. the only thing they got right was the billing. The phone would just stop working, and i mean one minute all good the next nothing. We call Customer Support and they say we will look into it. days later we have to call them back asking what is going on. then they tell us its our fault. That our router settings are wrong. The funny thing is the router setting never changed. This company is a nightmare to work with, unless its about billing. read more

I've been using Virtual PBX for about 6 years now. I recently had an issue with my calls not forwarding properly. The representatives, Taylor and Duke, worked SO hard at resolving the problem. And they were super pleasant. Turns out that the problem with the call forwarding was actually all my fault (I accidentally and unwittingly messed up my phone settings), but the situation gave Virtual PBX a chance to show how responsive, dedicated, patient and pleasant they are. Kudos to them! read more

I've been with VirtualPBX for a few years, starting with about 10 phones, now up to 17. The good : support is always quick to answer and they're helpful, and support calls are not routed to another country. Even when they couldn't help me, they tried and I felt like they cared. The features are great and the system does ALMOST everything I need. The price is reasonable. The bad : The reports are horrible. If a call comes in through the support queue, and the tech who answered transfers it to another tech, the call shows up on the report as "auto attendant" even though it came in through the support queue. This makes it impossible for me to tell how many support calls each tech took (it shows "auto attendant" for any direct-dialed call, or any call transferred from another extension - in other words, a LOT of calls show up as "auto attendant" on the reports, leaving me with no idea what they really were). I also have to run separate reports for incoming and outgoing calls. So in the end, I can run 2 reports and count the number of incoming and outgoing calls, but I have no sense of how many are queue calls, how many are extension-to-extension, and how many are direct dialed. Counting the queue calls is crucial - I could live without the rest. This makes the reports nearly useless to me. Also - "Skill based ranking" doesn't work the way it says (setting extensions in the order you want them to ring). Instead, the system still jumps in to be "helpful" and routes them according to which extensions are answered the most. That's NOT what I want! I set an order because I want them to ring in that order! The less a person answers their phone, the less it rings. So if John is away from his desk a lot, and fails to log in and out (most of my employees are guilty of this), eventually John's phone won't even ring, even if I want him to always take the call first if he is available. This behavior might make sense for other setups, but when I rank the order for extensions to ring in, that's the order I want them to ring in! The ugly : Frequent issues with call quality - garbled, choppy, or long delays. Dropped calls. Long delays between the time you pick up the handset until the "beep" indicating you're connected happen too often. System was practically unusable yesterday for most of the day, which prompted my frustration to the level that I'm posting this review. None of this can be blamed on my internet connection because I have a flawless T1 connection that is ONLY used for these phones. Final thoughts - the new Dash system is supposed to be better, and it finally offers a feature I've been promised for years (intercom, or group paging, or anything that lets me broadcast "John please call the operator" to get someone who is away from their desk) but I can't use it yet because it doesn't have ACD queues yet. I'm not sure I can wait any longer. VirtualPBX - I've really tried to like you because you do have some redeeming qualities (tech support, certain features, price). But ultimately, it will be the call quality problems that will cause me to leave. I dread the move, but my phones are far too important to my business to not do something, especially since it seems the call quality problems are happening more often. read more

We have had repeated calls for other businesses that are being misrouted. We have had repeated dropped calls. There are more calls that are messed up than calls that are correct. They say that they will make changes and make it work but this is a disaster. Customer service is atrocious!! They string you along so they can get the money out of you and charge you for calls that aren't even for your company. Then the calls that are from your customers do not even connect to you! What a Nightmare!!! read more