Experience with telecom companies

February 5, 2009 11:25 AM

What has been your experience with One Communications and other telecom companies?

We are trying to select a new telecom carrier for my small office and have it narrowed down to the following carriers:

One Communications
Paetec
Nuvox

Do any of you have any experiences, good or bad, with this companies? I'm trying to find out as much as I can about the customer experience after being burned pretty badly in the past by Cavalier.

posted by fracturing to computers & internet (4 comments total)

We currently use One Communications in our small office and have no complaints about their service.

Their service is consistent and their rates are competitive, at least in the market I'm in.
posted by mesh gear fox at 11:37 AM on February 5

One of the worst customer service experiences I've ever had was with Paetec. They charged me a monthly fee I never agreed to, and when I tried to dispute it with them they said that I should grow up and take responsibility for my actions, and that I was lying and that there was no way my version of events could possibly be true. (They eventually did drop the charge after I faxed them screenshots of every page of the signup process on their website I went through and pointed out that a monthly charge was never mentioned.) They were also slow in setting up an individual user PIN to begin with. I was probably just unlucky, but it was honestly a pretty lousy experience.
posted by phoenixy at 2:49 PM on February 5

One Communications singlehandedly brought about the most stressful and destructive 16 weeks of my professional career (IT). Inept technicians. Dishonest customer service. They lacked the ability to communicate properly, and in the end, my (former) company went a -month- without a net connection or phone service after a facility move. I checked their references, and all looked good. (They were up against 4 other companies vying for the contract. They didn't have the best numbers, but their SLAs looked better than the rest.) I was told with con confidence that a 4 month lead time for our move would not be an issue. Every step of the way, I was given assurances that things were proceeding smoothly. But they were not going smoothly in any way. I'd be happy to share the details offline.

Ultimately, the failure lay with me, as I am the one that chose One Communications, despite doing my due diligence. In my experience, run. Away.

Now, you may want to take this with a grain of salt, as everyone involved in the chain of failure was fired from One Communications, so things may be different now, 5 months on.
posted by Cat Pie Hurts at 8:23 AM on February 6

Thanks for that feedback Cat Pie. I'm not looking ONLY for negative feedback, obviously, but it's good to hear about the negatives and how the company did or didn't handle it since obviously all of the sales folks are willing to give you positive references.

CPH are you still under contract with One Communications or did you change providers?
posted by fracturing at 7:27 AM on February 11