I've been a PhonePower customer since 2009. In the beginning, support was fantastic and the service was high quality for a reasonable price. The cloned line feature allows you to have up to 2 lines/calls active at one time which is nice (your phone adapter must support it). However, it is now 2024.
Over the years the website slowed down and sections of it (like the invoice and payments page) began to fail. It is an old website but still gives you the ability to manage the service. I usually use the website to delete old voicemails. Okay, the site being old technology is a nit.
But let's move on to the BYOD. I selected a replacement device from the list of supported equipment (Grandstream replacing an old Linksys). During the provisioning process, the PhonePower setup process would only activate one of the 2 lines -- the clone line would not get setup correctly. I contacted support and got a live person -- awesome! And they knew what they were doing -- double awesome! However, it became apparent that the only way we were going to get both of my lines active was to do a manual configuration. And since every adapter is slightly different, the best they could do is provide me with a few basic settings. It was enough to get both lines working. But here's the catch: since it was manually configured, PhonePower won't provide support. That means that if you have problems with your adapter or your adapter stops working after PhonePower does periodic maintenance, you get zero help. I've tweaked the settings on the Grandstream several times, each time requesting help from PhonePower and sending in log information to help troubleshoot why my adapter stops taking and making calls after a PhonePower maintenance event -- no reply; no help. I have to restart my adapter to reconnect. So, support has gone downhill. I used to be able to get assistance, even with a manual configuration, but no more.
Then in 2024, got another surprise. My service just renewed. I mentioned earlier that the payment and invoice section of their site doesn't work (at least not consistently). So, my annual service that is about $100 for the service suddenly was over $230. To be fair, my prior years with fees was around $180. When I asked the billing department why my service went up over 33% in 2 years, they replied that it was due to Federal fees. Really? Federal fees went up 33%? Nope. I managed to get a copy of my invoice. The largest fees were not the Federal fees, rather it was a combination of things -- a huge recovery fee, a PhonePower added fee for administrative cost recovery, and an error in sales tax calculation. I compared it to my mobile phone bill -- it had all but the administrative cost recovery fees, but at a fraction of what PhonePower was passing through. The billing department's response was that VOIP vs Mobile isn't a good comparison since the rules are slightly different. Sorry, but it is a perfect comparison. The fees are out of whack on how they are allocated. Oh, and that administrative cost recovery fee from PhonePower -- that was added to help PhonePower cover its various filings, general account servicing, and record maintenance. Um, what? You are tacking on a service fee to cover the costs that are a typical cost of business and should be covered under the service plan!?!
So, to sum it up, support is a shadow of what it used to be, fees and taxes will more than double your quoted phone plan, they tack on extra charges to cover their typical expenses as though they were a co-op or a non-profit instead of a for profit business. I expect 2024 will be my last year with PhonePower.