This is my definitive post on Broadvoice, whose service I still use. I'll update this page as and when I have faults etc. In the interests of full disclosure, if you click on the provided Broadvoice links and sign up for service, I get a comission of your first month's bill. Go straight to the bottom of this post if you're looking for the horror stories.
Update 24/04/05: I've pretty much given up on Broadvoice, but I'm leaving this post as a cautionary tale to people to stay away from the company. I stayed with them for about 3 months and it was 3 months of intermittent service and static filled calls. I did eventually manage to get through to their help line, but their magic bullet answer is to change proxies. There are 5 that I've found, dca, mia, lax, chi, bos - none of which really helps me - all have problems at some time or other.
Their customer service is so lax that even though I've been topping search engines for "Broadvoice Sucks" for weeks now, they've never contacted me to help solve problems - or point out that some of the info I provide is very wrong - for instance the disconnection fee does not apply if you BYOD. I've moved to SkypeIN - which is fantastic and fantastically cheap. I might do more posts on VOIP, but Broadvoice is dead to me. Any referral fees will no longer come to me, as I will no longer be a customer in good standing. Die bastards Die.
411:
Broadvoice offers a tantalising solution - you get a phone number in the area code of your choice and it can be very cheap: $7.50 a month for unlimited incoming calls ($5.95 + $1.50 "Regulatory Fee"). Sign up price is $10.00 if you want use your own device ($40.00 if you want them to send you one) or X-Lite (the softphone).
Then comes the first problem they're not immediately open about - if you don't cancel within the first 30 days, you pay a "disconnection fee" of $50.00. So be sure to be sure if you want to keep the service.
This is my setup: I use Phoneconnector to connect a phone to my computer. I can then use that to talk using either Skype or X-lite (for Broadvoice). I use the latest version of everything, drivers, applications etc. I'm using XP SP2. My connection is through Starhub Cable in Singapore (6500 down/384 up), and I tend to talk for long periods of time to the US.
Broadvoice vs. Skype (Sound Quality):
I prefer Broadvoice to Skype.
The sound quality is definitely better, especially on your end if you're on Broadvoice and the other person is on a normal line. That's the majority of my experience, and I assume that that's how most people will use it.
The reason for this though, is that Broadvoice uses a much less "lossy" codec compared to Skype - it sounds better, but it takes up more bandwidth. I don't have a problem with this, and have an upload speed of 384 kbits/s - so I'm still able to run say eMule in the background uploading at 10 kbytes/s with no noticeable effects.
However, anything more than that and the voice quality suffers from excessive lags, regular crackling, and the sound cutting in and out - though mostly on the recieving end - you will still hear the other person fine.
So if you have a very slow broadband connection/super high latency, or you *need* to run your filesharing 24/7, Broadvoice is definitely not for you. I've found that Skype is much much better at working with limited bandwidth - but in the best case scenarios, Broadvoice is still better.
Broadvoice to Broadvoice I sometimes can't really distinguish from Skype, but like I said, I don't use it this way very often. I similarly have never really tried SkypeOut, so I can't say that much about its quality.
*caveat*: VOIP is really not about super-superb voice quality, even in the best circumstances, you're going to get the occasional echo etc. But having used plenty of traditional "budget" long distance services, the sound quality of Broadvoice is at least as good as those, only cheaper.
Broadvoice vs. Skype (Features):
Most important, with Broadvoice, I have a phone number people can call in to. And if the person you want to talk to most often has unlimited local calling in the US, you can just get a number in their area code and let them go crazy calling you for $7.50 a month.
With Broadvoice, there are unlimited plans, so if you know that's what you want it's definitely more worth it than say using SkypeOut.
Broadvoice vs. Vonage (Price):
I've since moved to using the $11.50 Broadvoice plan, since it was a chore to have people call me back all the time, and Phoneconnector has some issues I'll talk about maybe later. Vonage now has a cheaper plan at $15.00 (I'm not sure about other charges), but it's 500 free minutes out, unlimited in. They also offer X-Pro along with it. Personally I still find Broadvoice a better choice for me since I make my humungous amount calls all to the same place in-state.
Conclusion:
My final bit of advice is to try out the various services yourself. Skype and Broadvoice are pretty much free/cheap to try, depending on what hardware you have and how much you know how to do. That's the best way of finding out. Just be careful of Broadvoice's 30 day limit.
My Litany of Complaints About Broadvoice:
This isn't the full extent of my problems, I'll save those for when I feel the need to get my bile up.
March 02 2005: Cut off in the middle of a call, wasn't able to call back. Still managed to get incoming call, but then got cut off after 20 minutes. After that could call in or out. All in all lasted about an hour of inconsistencies after which everything was fine. Concievably they were further fixing a previous problem, that I couldn't call my Singapore land line. But had been fixed at least a couple of hours before. Will probably be seriously considering whether or not to cancel up till my 30 day limit. You'd think if you pay for something it'd just work and not give you problems.
I've decided it's just easier for me to post my e-mails to Broadvoice below. I've *NEVER EVER* recieved a reply from them either by e-mail or with a callback - though the problems do tend to eventually get fixed. I edit out all the personal information.
Further Links:
From my own research the links below are the most useful, and contain the most horror stories for those who want to hear the worst of what Broadvoice can offer. If you're willing to trawl, you can go through these reviews at dslreports.com. The most extensive and frequently updated report looks to be this one though: this seems to be the most exhaustive account of faults and problems a guy had before moving to Vonage. There are good reviews as well, but that's probably not what you came here looking for.
Latest e-mail to Broadvoice:
This is an update on the problem below that you’ve still not fixed and still not replied to me about.
The crackling sound still persisted, so I tried changing proxies from proxy.lax.broadvoice.com (which is what I’ve been using all along) to proxy.dca.broadvoice.com. dca doesn’t ping quite as fast, but changing it to that seemed to fix the problem – however, after talking for an extended period (about 30 minutes), the regular crackling on the other side came back. When I called back, the crackling still persisted. I’ll say this again – this was never a problem before 12pm Monday March 14th Singapore/Hong Kong time.
Throughout all this, with either proxy, I was still unable to call the singapore numbers, though the mobile number might be okay now – the land line definitely isn’t.
You have to realise that I send you e-mails because your 24 hour support line is never *never* available.
At the moment, my “Broadvoice Sucks” post is now no. 2 on Google, by the way: http://www.google.com/search?hl=en&q=broadvoice+sucks&btnG=Google+Search
You can find the actual post, with these e-mails and the gaping hole of your lack of replies here: http://newblog.fallingbeam.org/blog/archives/2005/02/broadvoice_suck_1.html
Louis
www.fallingbeam.org
Account no:
Order Number:
Broadvoice/Contact Tel. no.: call any time.
Using X-Lite softphone with Phoneconnector
Not using Router, connecting on gateway computer running XP SP2, ICS, Windows Firewall (exception for X-Lite)
Using Starhub Cable (Singapore), 6500/384
I’ve had a history of problems, as detailed below. I’ve received no replies to my e-mails, even though the problems below were eventually fixed.
As before, I find I can no longer dial this number: . Previously I had been able to do so without problems. That number can still call in to me with no problems. Other phones are able to call in. The error message in X-lite is “408 – Timed out”. The problem no. belongs to my cable company (they also provide broadband to me) – it’s a digital phone service.
Previously when this happened I was still able to call in to the country (singapore +65), for example the mobile no. . Now this is not the case and I can no longer call that mobile no. I get the same error message: “408 – Timed out”.
*The biggest problem though* is that when calling a US no. – – the person on the other end hears continual crackling sounds at regular intervals, at least as of 12pm Monday March 14th Singapore/Hong Kong time. Previously there had been no problems and I was able to call and receive calls from this number with no problems – this has occurred at the same time I noticed the above problems.
The only time I had previously had this crackling problem was when I had had limited upload bandwidth from running P2P programs. I’ve since stopped using those programs while calls take place and that solved the crackling (so there have been no problems with this crackling for weeks since I figured this out) – but now, despite having stopped the P2P during calls, there are still these artifacts as stated above.
The crackling occurs regardless of whether I initiate the call or I am called.
Drop me an e-mail or call when it’s fixed – it’s only polite.
I maintain a log of the deluge of problems that Broadvoice gives me: http://newblog.fallingbeam.org/blog/archives/2005/02/broadvoice_suck_1.html
The worst part of this is that this is the last day I’m able to subscribe to your service without incurring your usage penalty of $50 if I later cancel my line – you tell me what I should make of that.
Louis
www.fallingbeam.org
________________________________________
From: Louis
Sent: Monday, February 28, 2005 8:23 PM
To: 'support@broadvoice.com'
Subject: Can't call to this no.
Account no:
Order Number:
Broadvoice/Contact Tel. no.: call any time.
Using X-Lite softphone with Phoneconnector
Not using Router, connecting on gateway computer running XP SP2, ICS, Windows Firewall (exception for X-Lite)
Using Starhub Cable (Singapore), 6500/384
I’ve had a history of problems, as detailed below. I received no reply to my e-mail, even thought he problem below was fixed.
When it was fixed though, I found I could no longer dial this number: . Previously I had been able to do so without problems. That number can still call in to me with no problems. Other phones are able to call in. The error message in X-lite is “408 – Timed out”.
Am still able to call in to the country (singapore +65), for example the mobile no. . Everything else has been fine, I’ve been able to call US no.s and they’ve been able to call in. The problem no. belongs to my cable company (they also provide broadband to me) – it’s a digital phone service.
Drop me an e-mail or call when it’s fixed – it’s only polite.
Louis
www.fallingbeam.org
________________________________________
From: Louis
Sent: Wednesday, February 23, 2005 9:13 PM
To: 'support@broadvoice.com'
Subject: Unable to recieve incoming calls (but can still call out)
Resent to comply with support instructions.
Account no:
Order Number:
Tel. no.: (call the singapore no. because, well, I can’t receive incoming calls on my Broadvoice no. ATM), call any time.
Using X-Lite softphone with Phoneconnector
Not using Router, connecting on gateway computer running XP SP2, ICS, Windows Firewall (exception for X-Lite)
Using Starhub Cable (Singapore), 6500/384
I’m having problems receiving incoming calls. There had been no problems with the service previously, I signed up about a week ago and had been receiving incoming calls fine. But while I can’t currently receive incoming calls, I can still call out, without problem.
What happens when someone calls in (now, that is), they just hear silence for about 10-20 seconds then an engaged tone – or maybe a cannot connect message. On my end, I get a call through, but when I pick up, X-Lite says connected, but there’s just silence. If I let it ring, X-lite acts as if 2 calls are coming in, on line 3 and line 2 – by which time the caller has already gotten the engaged tone.
Please fix this. I’ve restarted X-Lite a number of times, and restarted my computer/internet connection – and I say again, I can still call out without problems.
Also, when are you going to allow support for more efficient codecs on your service? Things like ilbc? Or basically just codecs that are more bandwidth efficient.
I’ve also still not received a response from you regarding your site’s incompatibility with the Opera Browser. This is a copy of what I sent previously:
“When I sign in to my account, instead of being brought to my account page I’m sent to a page that says this:
You are using a mobile device.
Opera/7.60 (Windows NT 5.1; U; en)
Click Me
I tried this with numerous versions of Opera, including the latest 8 beta. I identify as Opera. Please fix this. For more details on browser sniffing/headers etc. please refer to http://my.opera.com/community/openweb/info/
In addition, the automated referral service (http://www.broadvoice.com/opportunities_referral.html) you provide does not work in Opera, ie the referrer’s no. is not filled in when you go to the sign-up page.”
Louis
www.fallingbeam.org