Intermedia Avis 1 087

Service is reliable and rarely have any downtime.

Prompt resolution, creativity, good listening skills, and good customer relations.

I had an extremely disappointing experience with Intermedia Communication. My credit card was charged without receiving any service, and when I reached out to their customer support, I was met with terrible assistance. Their billing department is completely unhelpful, and the technical support is practically nonexistent. It’s been frustrating trying to get a resolution, and they have shown no accountability for their actions. I would highly recommend staying away from this company if you value your time and money. Worst experience ever!

I have been with Intermedia for some time now. I am going through a 3rd party company as they do our phone and email support.

The Good: Intermedia offers a decent price with a good SLA. Their systems are always up and running

The Bad:

#1
The elevate app they use is terrible. Its has "versionitis". They are constantly sending software updates where the desktop app notifies the user constantly. The updates are frequent and are mandatory as the app has a huge banner above it when its time to update. The Desktop App requires elevated privilege's for the update, so regular users can do nothing . We used PDQ to distribute the updates, but they are so frequent that I needed to leave a review. They are not fixing broken items or mission critical security fixes, so the updates are a IT burden.

#2
The Spam Filters.
They have a useless Spam service. Its so bad, we changed from their filters to another company. I wont mention here, but its working great with the other company.

Most horrible company in the world. Incompetent and fraudulent employees

Excellent service and patience to resolve my complex problem. Time 1.5 hours. Highly recommended

In my 20 yrs. of experience with intermedia, my small business has benefited greatly.

Intermedia's combination of low price, excellent service, and menu of available services provide an optimum value, at least in my opinion.

I would comfortably recommend Intermedia to any small business.

I signed with intermedia through a 3rd party IT service. When I fired the IT service intermedia required me to open a new account before closing the old one. We sent all the phones back and switched the numbers over to a new account at their behest but they never closed the old account. They have been charging me for over a year, and I finally was able to reach someone after giving a bad review through a survey, but they are still making it impossible to close the account. When my business moves I plan on dropping them permanently.

Great customer service. Assistance with onboarding and marketing tools.

UPDATE: Intermedia’s non-committal response to this review directly reflects the atrocious support they offer to their customers AND resellers. Not ONE employee has taken the time to reach out and address these egregious violations and come to an amicable resolution. I’d say that they do the bare minimum and just “CYA” but they don’t even bother to do that… they just pay TrustPilot, BBB, and JD Power to help them try to maintain a vaguely positive set of reviews.

Further Update: Intermedia claims that the client wasn't stolen from us, but maybe it was, but it definitely wasn't their fault as nobody at Intermedia did it…. Last I checked they're responsible for accounts moving from reseller to reseller on THEIR platform. This company simply LIES to get reviews and look better than competitors.

In April of 2024 we made the decision to sell Intermedia's uCAAS solutions to our clients. We had already been selling RingCentral but were looking for better support and a more lucrative profit margin - it's clear that Intermedia would provide none of these things and prove to be an absolute nightmare.

As stated by Intermedia's Client Services Manager - virtually every interaction we had with support was botched in some way. The most recent issues being billing problems, which - by the admission of their own Billing Services Manger - are just par for the course. Intermedia mis-bills on a regular basis and puts the customer through an absolute living hell of incompetent humans to try and get it resolved.

Most recently we had a client that was stolen from our account by Intermedia and given to one of their star resellers "Elevate Technology" (who, ironically, shares the same name as the Private Label solution Intermedia offers). While billing was reviewing our account, they somehow overlooked that without ANY notice whatsoever a client was removed from our account and given to the other reseller - despite this being against their TOS and agreements. Nobody was able to address this matter, and even the sales manager assigned to oversee our account did NOTHING when told by our account executive. We are still fighting with their billing department because - Intermedia STOLE a client and CONTINUES TO BILL US FOR THE STOLEN CLIENT.

THIS I the kind of blatant fraud Intermedia commits towards their customers AND resellers and the handful of vaguely competent humans working for Intermedia don't seem to have the ability or intestinal fortitude to stand up and do what is right AND LEGAL.

I was a loyal Intermedia customer for years, using their services for all three of my businesses. Unfortunately, my experience with them went from acceptable to downright appalling. Here’s why:

Terrible Customer Service
Simple tasks, like changing a ringtone, turned into hours-long ordeals involving multiple employees and phone calls. Despite all this effort, the issue was never resolved. Every time I had a problem, I was transferred to multiple representatives, placed on hold for hours, and rarely received meaningful help.

Shady Billing Practices
Intermedia started double-charging my accounts. When I tried to get clarity on these charges, they refused to provide itemized bills or explain what I was paying for. Shockingly, they claimed I wasn’t the account owner—even though I was the one making all the payments. I offered to provide proof, such as my EIN, social security number, and bank statements, but they refused to cooperate.

Impossible Cancellation Process
When my assistant attempted to cancel our accounts, Intermedia insisted that I, the account owner, had to call. Yet when I called, they contradicted themselves, claiming I wasn’t authorized to cancel. This back-and-forth dragged on for months. After I finally managed to cancel, they sent my account to collections—despite my repeated efforts to resolve the situation.

Unjust Collections Claims
The collection agency claims I owe for May and June 2024. However, I provided proof of payments with screenshots of charges made to my account from Intermedia every month up to November 2024.
In March 2024, we accidentally canceled duplicate internet services and inadvertently canceled our phone services as well.
We didn’t realize the phone services were canceled until we attempted to send a fax, which failed.
We immediately called Intermedia to recover our phone services, but they were unable to do so.
We then contacted Cox Communications, who restored our phone service by June 2024.
Intermedia’s lack of transparency, dishonest billing practices, and terrible customer service have caused me countless headaches. They show zero regard for loyal customers and make it nearly impossible to leave their service.

Stay away from Intermedia! They will overcharge you, refuse to provide clear billing information, and make cancelling your account a nightmare. This company is a scam, and I’m still dealing with the mess they created six months later.

I have by far proved all the payments the I have made, and the collection agency still insist that I owe money. Intermedia needs to refund me for all the charges up to now, not the other way around.

Our IT guy is Dan Nyberg. He's fantastic, he knows our school really well and no problem is too small for him. Knowledgeable, friendly and helpful. Justin on the phones is also always a friendly ear, solving IT issues quickly. Thank you!

Completely disjointed company unable to carry out the simplest of migrations.
We started our migration process in May 24, things went back and forth and we eventually gave up on them in July. They asked for another chance which, foolishly, we gave them. Eventually at the end of we told them to forget it, only to find they were still changing us in October. Told them again to cancel everything and return the money, not done, passed from pillar to post with no progress. DO NOT USE.

It has been such and easy and smooth process moving from Comcast! Highly recommend!

Excellent product with many integrations; easy to use and set up. A fantastic company to partner with, providing outstanding support and training.

EXCELLENT CUSTOMER SERVICE!!!

The service representative was sincerely concerned and interested in resolving my issue. Conversational, not cookbook.

The implementation has been horrible. I moved from Mitel and the phones at my four businesses have been down for four days and I don't know if they will ever work.

Have been an email client since 2011. Tech support is extremely prepared for all issues and knows when to scale to senior techs as needed.

We had a great experience with onboarding/set-up of our Unite service. Carl was amazing and took his time to explain everything and answered all questions with kindness and also made sure we understood the information and system.