Broadvoice customer service — expert guide for administrators and decision-makers

Overview and what to expect

Broadvoice is a business VoIP and UCaaS provider whose customer service function covers account management, technical support, number porting, billing and emergency services configuration. For IT managers and procurement leads, the critical takeaway is that Broadvoice support is structured around ticketed technical work and account-based sales/account-management relationships; understanding that structure shortens resolution times and prevents repeated escalations.

When you contact Broadvoice, treat the interaction as both a technical troubleshooting session and a contractual exercise: have your account number, contract term and recent invoice on hand. If you are evaluating Broadvoice versus competitors, ask explicitly for documented SLAs, monthly uptime credits, and the exact escalation path (names, roles, and expected response times) so you can compare apples-to-apples during procurement.

Support channels, hours and where to find official contacts

Primary public channels are the vendor support portal and the official website: https://www.broadvoice.com and the support hub at https://support.broadvoice.com. Your contract or monthly invoice will list the phone number and dedicated account manager assigned to your account; always use those account-specific contacts for billing or contract issues because generic sales numbers route to different teams.

Typical enterprise-grade VoIP providers offer phone and ticketed support plus higher-tier 24/7 incident response for P1 outages—confirm whether your agreement includes 24/7 critical support. If your organization requires guaranteed business-continuity response windows, negotiate them into the contract: specify target acknowledge/response times (for example, 15–60 minutes for P1, 2–4 hours for P2) and define what constitutes P1 vs P2 so there’s no ambiguity during outages.

Onboarding, number porting and implementation timelines

Onboarding with Broadvoice generally covers account provisioning, E911 address registration, handset provisioning (SIP phone configuration), and number porting. Number porting is often the longest single activity — expect typical porting windows of 5–30 calendar days for single-site migrations, and longer for large, multi-number blocks or complex RBOC/CLEC transfers. To avoid delays, provide current account name exactly as it appears on the losing carrier invoice, the phone numbers to be ported, the service address and a letter of authorization (LOA) signed by an authorized representative.

Include endpoint MAC addresses, preferred provisioning times (maintenance windows), and a list of critical numbers that must remain live during cutover. Ask for a staged roll-out plan and a rollback plan with explicit acceptance criteria (e.g., “all PSTN inbound calls reach hunt group X and outbound dialing tested to 10 external numbers”) so the implementation team can validate success objectively before finalizing cutover.

Troubleshooting common issues and key metrics to monitor

Voice issues usually manifest as one of: one-way audio, dropped calls, poor audio quality (echo/jitter), or registration failures. When you open a ticket, the fastest path to resolution is to provide network-level telemetry: timestamped call examples, public IP(s) for the site, router/SBC logs, SIP INVITE/200 OK traces, and MOS/jitter/packet-loss numbers. Useful thresholds to reference are: latency ideally <150 ms, jitter <30 ms, and packet loss <1% for acceptable voice quality; values worse than these point to network issues upstream of the Broadvoice platform.

Request that support collect call detail records (CDRs) and session border controller (SBC) logs for the affected call IDs. If problems are intermittent, capture Wireshark/TCPDump samples during the fault window and note local network changes (QoS policy changes, firewall rule updates, ISP maintenance). This evidence speeds diagnosis and prevents back-and-forth requests that lengthen ticket resolution.

Billing, SLAs, cancellations and dispute handling

Billing questions should reference invoice numbers, invoice dates and specific line items. Typical disputes involve porting charges, early-termination fees, or taxes related to multi-jurisdiction service. For billing disputes, open a ticket and include the invoice PDF and a short chronology of events; ask for a target resolution window in writing (for example, 7–14 business days) and request temporary billing credits if the dispute concerns a service outage that meets SLA credit criteria.

Review your contract for uptime guarantees and the credit process. Credits are rarely automatic: you must submit a credit request with supporting documentation. If you plan to terminate service, check minimum term, prorated charges, and number-retrieval (port-out) timelines. To protect continuity, always secure port-out LOAs and schedule port-out windows with both the gaining carrier and Broadvoice to avoid simultaneous number drops.

Best-practice checklist to expedite any Broadvoice support interaction

• Account metadata: account number, billing contact, contract term and assigned account manager name/phone/email.
• Exact timestamps and examples: date/time (UTC), caller/callee numbers, call IDs and CDR excerpts for problematic calls.
• Network data: public IP address, SBC/router model and firmware, QoS settings, recent configuration changes, and traceroute/whois output if routing issues suspected.
• Endpoint inventory: phone models (MACs), firmware versions, SIP registrations count and any local ATA/SIP trunk settings.
• Porting docs: current carrier invoice (showing numbers), signed LOA, desired port date and numbers prioritized for preservation.
• Escalation plan: pre-agreed P1/P2 definitions, expected response windows, and the contacts for Level 2/3 engineering or account escalation.

Final recommendations for IT and procurement teams

Before signing, require a written support SLA (response and resolution targets by severity), a defined escalation matrix, and a pilot/test window clause (30–90 days) to validate real-world performance. Negotiate onboarding fees and ask for a statement of work (SOW) that includes explicit deliverables, acceptance criteria and rollback procedures. These contractual protections convert vendor promises into enforceable commitments.

Operationally, maintain a single internal escalation owner, keep your Broadvoice account manager updated on planned changes, and build a runbook that stores the checklist items above. With the right documentation and SLAs in place, Broadvoice customer service interactions become predictable, measurable and resolvable within business timelines.

How do I submit a ticket to Broadvoice?

Submit a ticket online, give us a call at 888-325-5875, or visit the knowledge center for self-guided tutorials on managing your Broadvoice service. Whatever your preference, our US–based teams are always ready to help!

What is the history of Broadvoice?

After the sale of DSL Extreme in 2005 Jim and Ari founded Phone Power in 2005, a residential VOIP Telecommunications service offering telephone services throughout the United States and Canada. In 2012, Phone Power acquired Broadvoice; that same year, Phone Power rebranded itself as Broadvoice.

Where is Broadvoice headquarters?

Broadvoice Headquarters and Office Locations
Broadvoice is headquartered in Los Angeles, 9221 Corbin Ave, Northridge, United States, and has 3 office locations.

How do I contact Temu customer service live chat 24/7?

1. Go to the ‘You’ page and tap the customer service icon in the top-right corner to enter the ‘Support’ page. 2. After entering the ‘Support’ page, scroll to the bottom of the page and tap the ‘Contact us’ button.

What is the phone number for 1 VOIP customer service?

888-369-8647 or [email protected].

How to contact People Magazine customer service phone number?

If you need help with your magazine subscription, go to people.com/myaccount or call 1-800-541-9000.