Powernet

I agree with all of the other comments. I am the new office manager of a business in NY. Only after I investigated our bill did I notice a $ 1.99 monthly paper charge (we do nothing by paper and their system won’t let you go paperless). Long story short they are «fired». If I could give them «negative star» I would.

Looks like a scam. All reps are in the Philippines, even their «HQ in Cincinnati.»

Customer Service is horrible! I signed up for e-​Bill in early March after being notified they would be imposing a 99¢ monthly fee for paper billing. They are still charging me this fee, even though I have not received paper bills though the mail for the last 3 billing cycles. I phoned to speak to a customer service representative, and had to leave a voicemail message for them to call me back! They called later in the afternoon when I wasn’t home. I phoned again, yesterday, and had to leave a voicemail for them to return my call. These callbacks are AT THEIR CONVENIENCE, not when I am able to speak to them! They phoned this morning, but I was not able to take the call at that time. When trying to use their online customer support (eticket) there is very limited «character» space, and I am not able to type a full message to them. I had to abbreviate immensely, and the answer I received was useless. I was told to call their customer service number; AND they tried to sell me a «bundle service» in their reply.
I guess it’s time to switch back to AT&T for my long distance. I’m not completely happy with that option either, but at least I will be able to call and speak to someone, and not have to leave a message for them to call me back. I have even called AT&T before and had the option of holding for the next available rep., or to be put in the queue for them to return my call within a pre-​determined wait time. PNG’s policy is to return your call within 24 hours!

Back in 2009 they were recommended by a knowledgeable friend, and initially did a good job, but they’ve been declining ever since. Almost immediately they doubled the rate for the main foreign country we were calling, which was the main reason we switched from Sprint.
They’ve recently started adding strange charges, which for a company competing solely on price is the kiss of death. (I agree with the other reviewers about their customer service; my email has never been answered, and when I gave up and telephoned, that was even more of a waste of time.) The straw that broke the camel’s back was a new charge for a paper statement, which you could supposedly opt out of on the web site, except that the web site won’t let you create an account. I’ll regret moving to one of the quasi-​monopolists, but a separate bill for more expensive and inferior service is not worth the time wasted.

It’s amazing how a company can stay in business with the kind of horrible customer service as this firm. Nightmare to speak on the phone generally speaking they seem to emplo low IQ individuals at least that’s the way they come across on the phone.

My mom had a toll free telephone number that was hosted/​serviced by PowerNet Global. When she passed away, I had to change her account into my name. (One of a couple of dozen or so accounts and services that needed to be changed.) PNG was by far the most difficult and incompetent company I had to deal with. They were unresponsive and gave me different instructions several times as to what kind of information they need, and in which form.
Now it’s five months later and I’m passing on the account and phone number to someone else who takes over my mom’s business. It’s the same spiel this time. First, PNG wanted to have a three-​way call between myself, the new owner and their customer service department. We did that. They gave us instructions on what to fax them. We did that too. Now, a day later, they want more info and on a letterhead of a company that doesn’t even exist yet. Given that they had three different requests by three different service rep people, I asked them to send me an email with the exact instructions. But, no, they can’t do that. It’s either against their policy or (don’t laugh) against SEC rules to do that, I forgot which excuse they used.
All in all I would recommend to stay away from this company.