My company partnered with Voice Carrier several years ago to resell their services and equipment to our clients. There were always issues, but they seemed fairly simple to iron out.
After about a year with one client, we cautiously brought on a second small office with 6 users. We demoed the phone onsite for a month, thoroughly documented the entire network setup, and submitted several VoIP readiness test results to the engineering staff.
The client network was approved for service. That was when everything went wrong.
The phones arrived at the clients office and the PBX had not been configured. Once that was squared away, everything seemed to go fine for about 4 months.
Voice Carrier then experienced a series of data center issues, which they did not bother to share with anyone until after the issue was resolved.
Then all the phones started completely dropping off the Voice Carrier network. Voice Carrier immediately began to blame the issue on "lag" to the customer site, issues with the customer network; they even went so far as to blame the issues on the users themselves.
After several firmware upgrades, which the customer was forced to do themselves, as Voice Carrier does not believe that it is their responsibility to keep the phones up to date, or inform the customer in a timely fashion that updates that may resolve their issue are available.
Next came the call disconnects. After some time troubleshooting with their engineering staff, we decided to upgrade the internet connection. That seemed to address that issue. Next came a problem with the phones not ringing.
This is where it really went sideways. Voice Carrier's engineering staff blamed the ISP for over-subscribing the internet connection, which they weren't, and said the clients issue was self-inflicted, since they were running voice and data across the same network.
When I finally had enough and started cussing them out for all of the issues, a former CEO threatened both customers, one of which had nothing to do with any of this, that he would shut their phone system off if they didn't get off his network in the next 60 days. An FCC threat ended that fairly quickly, but the Voice Carrier support staff ceased to respond to our requests on behalf of the client.
The EVP in charge of support later stated that Voice Carrier could no longer support the smaller client that was having all of the issues due to constant issues with their network, which they weren't having.
What we found later on was that the phones all had different configurations, someone had gone into the cloud service and messed with the settings as well.
The customer users had no idea how to do this, and my office doesn't make changes to another companies equipment without written instructions and detailed explanations to the client.
This, of course, was glossed over quite readily by Voice Carrier's C level staff.
Voice Carrier's solution? Bring in another internet line, rewire the entire office, purchase additional network equipment, all to run 6 phones.
So, there you have it. Voice Carrier originally okay'd the client network, built the PBX, configured the phones and the cloud service. When everything worked, they were more than happy to pat themselves on the back. As soon as there was a problem, a problem most likely caused by their staff messing around with the phones, cloud settings, and a significant lapse in firmware management, they told the client to get off because they were having too many issues.
I don't know what I should have expected from a company that has gone through two CEO's in less than a year, but there you have it.
Don't do business with these guys. Don't buy their service, don't partner with them, don't subject your customers to their lousy service.