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One hundred percent of our phone system is hosted by Cbeyond and is our only means of providing service to our customers. Our phones are also the preferred method for many customers to place orders and buy our products.

During the early morning of October 18, 2013, our phone system completely went down. When customers would call us they would receive a recording "You have reached a non working number" possibly giving the wrong impression that we had gone out of business.

Countless hours and spanning multiple days which contained numerous support calls (using my personal cell phone) ensued.

Our company asked many times during these support calls as to the nature of the cause of the outage and no answer was given until late in the fourth day that the cause was due to an unannounced security "upgrade" that Cbeyond had done.

Unfortunately, Cbeyond did not performed well in the aftermath of this upgrade/outage and the customer service we received was been woefully inadequate requiring repeated follow-up calls to Cbeyond support in attempt to resolve the ongoing issues caused by Cbeyond. Many times we were told by Cbeyond support personnel that we would receive a call back and were never contacted. Not even once.

I am disappointed because the their "upgrade" was not performed correctly in the first place, and the expertise to resolve the issues they caused is absent from Cbeyond and the root cause was not disclosed in a timely manner giving Cbeyond the air of misrepresenting facts.

Eighteen days have past and outstanding issues caused by their incompetence still remain which I believe to be an excessive amount of time to receive a resolution.

Do not use Cbeyond even if they are the last resort.

Monetary Loss: $10000.

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Anonymous
#773955

One has to be entertained by the canned responses from Cbeyond to the posting throughout this site. When it gets posted here, the tolerance level has already been exceeded.

Anonymous
Atlanta, Georgia, United States #751982

We sincerely apologize for any inconvenience you may have experienced and would like to investigate these concerns immediately.

Please send us an email urgently at resolution@cbeyond.net with your account information, and we will have a member of our Escalations Management Team reach out to you as a matter of urgency.

Thank you,

Cbeyond

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