« Back

Virtual PBX Review

Company: Virtual PBX

Service: Business Phone System

Check out our full list of virtual PBX providers.

Virtual PBX is a leader in hosted phone services for small businesses in North America, and has plans to expand into South America as well as Europe, Asia, and the Middle East. They are the oldest off-site phone services company, and were the first to introduce the concept of automated call queuing.

Introduction

Having been on the forefront of the virtual phone hosting revolution, Virtual PBX is an industry mainstay with a loyal and satisfied clientele. Since the company’s inception in 1997, it has continued to maintain a high profile in the PBX world, making regular appearances on top provider lists and winning multiple service awards recognizing not only their pioneering innovations in the tech world, but also their consistently reliable service and network. The company has traditionally catered to larger outfits, but in recent years has tailored its business model to attract both small businesses and home-based clients. Virtual PBX now offers a wider variety of service plans available at flat or usage-based monthly rates.

Features of Virtual PBX

  • Virtual faxing (inbound and outbound)
  • Voicemail, messaging, and auto-reception services like fully automated menus
  • Customizable answering and messaging options
  • Customizable queuing and call routing
  • Real-time monitoring, recording, storage, and backup
  • Caller ID, call screening, and call blocking
  • Conferencing features
  • Online greeting manager
  • Virtual international numbers
  • Web calling and callback

Pros

Great Service WIth No Exceptions

Virtual PBX has become known for its reliable, consistent service. Its platform is solid, with tried-and-true backup systems in place to ensure functionality at all times. Since they have had years to work out the kinks, Virtual PBX seems to have seamless integration and quality service down to a science. Part of this is because Virtual PBX employs multiple sources of both electricity and call carrying, providing a failsafe in the event of service interruptions and power outages. Virtual PBX boasts the least downtime of any off-site phone service hosting company in the industry. This multi-faceted approach to maintaining consistent service has earned Virtual PBX the trust of many large firms from all areas of industry. When it’s simply not an option to be without service for any period of time, Virtual PBX stands as the most reliable VoIP service around.

Advanced Features

Virtual PBX has the most available features when compared to similar companies. Aside from all of the basic functionality you’d expect from any PBX provider worth their salt, Virtual PBX offers an advanced line of unique features, which are integrated into all of their service plans. A hugely popular example is their disaster recovery service, offering data backup and redundant routing mechanisms so that if one part of the system fails, calls are handled by a part of the backup system. If lost calls are suicide for your line of work, then Virtual PBX will probably provide the most peace of mind so you can be sure that all of your calls are being handled professionally, routed efficiently, and are never dropped or lost.

Additionally, Virtual PBX pioneered the concept of ACD (Automatic Call Distribution) queuing and is still one of the few communication hosting companies to offer this service. The service routes calls automatically based on incoming caller data – like the caller’s area code – in order to get calls to the appropriate person or department more efficiently. The system can also route an unanswered call to an available associate within your network, based on your own specifications.

Not to be discounted as a valuable above-and-beyond service feature, Virtual PBX takes some rather impressive measures when it comes to protecting their customers’ data. From housing all of their equipment in a maximum security facility, to using data storage methods that operate on national-security level protocols. Many clients swear by Virtual PBX because of the unparalleled level of security they provide. While this may not be a big deal to some small business owners, those working with sensitive information will probably rest a little easier knowing the measures Virtual PBX has put in place to protect their data.

Competitive Prices

Once an option only feasible to bigger outfits, Virtual PBX has revamped its service and pricing structure to cater to business owners of all sizes. They now offer a more flexible set of service packages. To further entice companies to give them a try, Virtual PBX charges no setup or cancellation fee and offers a free 30-day trial use for new customers.

Dash Pro

  • Robust and reliable platform
  • Most economic plan for businesses
  • Great plan for businesses that are working with a tight budget
  • 1,000 shared continential US/Canada and toll free minutes

Dash Pro

  • Extremely flexible on minutes and expandability
  • One VoIP device per user included
  • 2,500 shared Canada and continental US and toll-free minutes
  • Audio Conferencing included

Dash Unlimited

  • Unlimited continental US/Canada and 1,000 toll free minutes
  • 3 local or toll-free phone numbers included
  • Unlimited VoIP Minutes between system users

Virtual PBX has had years to perfect the client interface, and their platform is notoriously user-friendly, giving businesses a variety of options for corresponding with both Virtual PBX representatives as well as their own customers and employees. Setting up and configuring most of the components of their services is relatively easy, and US-based customer support centers are available at all times to assist in cases where difficulties do arise.

Cons

Two Lines Included With Plan

No matter which plan you choose, two phone lines come with the package, and each additional line must be purchased as an add-on to the tune of $5 per line per month which can add up pretty quickly.

Conclusion

You can’t go wrong with Virtual PBX in terms of reliability and quality. They have service down to a science and the functionality of their software is top-notch. Since they offer so many service plan options, it shouldn’t be hard to find one that meets your specific needs, whether you’re running a small home-based business or a multi-employee company. Virtual PBX has seen the longest-running success of any business phone hosting company and it looks as if they will continue to lead their sector of the market as nobody has outdone them in terms of reliability and rock-solid service.

Videos


Available Discounts


More Info



Customer Reviews
Average Ratings
Overall Rating
Value for Money
Customer Support
Features
Ease of Use

9 Responses to “Virtual PBX Review

  1. By: Dan
    Date: December 1, 2012 at 1:31 am
    Overall Rating
    Value for Money
    Customer Support
    Features
    Ease of Use

    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 oversold their circuits, 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

  2. By: Soyini Coke
    Date: June 5, 2013 at 7:29 pm
    Overall Rating
    Value for Money
    Customer Support
    Features
    Ease of Use

    DO NOT WASTE your time or money with Virtual PBX.

    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 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!

  3. By: John F.
    Date: June 26, 2013 at 9:28 pm
    Overall Rating
    Value for Money
    Customer Support
    Features
    Ease of Use

    I’ve been with Virtual PBX for 3 years. As a small business owner, I truly believe they have helped me grow my business. I used another service before but they were lacking in technology and they were more expensive. These guys are top notch.

    • By: Patrick Ciriello
      Date: August 12, 2013 at 9:57 pm
      Overall Rating
      Value for Money
      Customer Support
      Features
      Ease of Use

      I not only love this service, I’ve blogged about it and recommended to my business friends. I can answer my phone, let it go to voice mail, screen the call, or listen to the messages as wav files on my computer or phone. *AND* you can send and receive FAXes. We had a glitch or two when I first set it up, but since then (over 2 years now) it has become an integral part of my ability to run my business. They 5x5x5 from me!

  4. By: Kraig Carpenter
    Date: July 22, 2013 at 10:07 pm
    Overall Rating
    Value for Money
    Customer Support
    Features
    Ease of Use

    Interesting comments because I’ve been with them for about 2 1/2 years and have only had a perfect experience. I’ve only changed my settings once since I began and found it confusing; so I just calls tech support and they walked me thru it in a few minutes. So “Ease of Use” gets a 3 stars because I needed support.

  5. By: Hugh
    Date: August 15, 2013 at 1:38 am
    Overall Rating
    Value for Money
    Customer Support
    Features
    Ease of Use

    After trying a number of online services, VirtualPBX is by far the best solution for my company. VirtualPBX has been super reliable…I haven’t noticed any “downtime” since I’ve signed up. VirtualPBX offers a excellent product at a great price point.

  6. By: Stephanie
    Date: March 25, 2014 at 4:49 pm
    Overall Rating
    Value for Money
    Customer Support
    Features
    Ease of Use

    Not a reliable, quality service. Major issues since the beginning – call quality, support, functionality. Calls get dropped all the time. The features are also very limiting. Sometimes, the phones even ring to the wrong extension, or transfer on their own in the middle of call.

  7. By: Paul Kruger
    Date: August 5, 2015 at 4:45 pm
    Overall Rating
    Value for Money
    Customer Support
    Features
    Ease of Use

    Two years service. They are okay but not stellar. I do like the smartphone app to manage calls while on the road.
    Their system is not smart enough to update daylight savings time so twice a year your phone schedule will be out of sync with your local time. Other providers I have had in the past knew how to make the change automatic. You have to go through configuration process twice a year to keep it accurate. Support won’t help and is minimally useful for many problems.

    If you plan on porting a number out don’t count on using your own address information. Unlike other carriers your name and address does not appear as the holder of the number for porting purposes. The new carrier will get a message that the zip code is incorrect and you will tear your hear out because you know you sent the correct code each time, never knowing that the entire address as appears on your account is not correct for that purpose.

  8. By: Tim Griffith
    Date: April 28, 2017 at 2:54 pm
    Overall Rating
    Value for Money
    Customer Support
    Features
    Ease of Use

    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.

Leave a Reply

Your email address will not be published. Required fields are marked *


Click stars below to rate.
Overall Rating
Value for Money
Customer Support
Features
Ease of Use