Fusion Connect

Fusion Connect (formerly Birch)

 3.9/5 (114 reviews)

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Overall Rating3.9 out of 5
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About Fusion Connect (formerly Birch)

Fusion Connect Reviews

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Page 1 Reviews 0 - 10
Rated with 1 star
Verified Reviewer
Original review: March 10, 2023

We have been with Fusion for at least 10 years. They were Mega-Path then Fusion. I would give tech support 4 out of 10 stars. Not too good, but customer service is awful!! We unfortunately had to close one of our sites and the program manager overlooked that we still had one more year on our 3 year contract. We tried to get in touch with someone to see if they would work with us on the 5300 dollar early disconnect fee. We were able to file a dispute, and it was denied. You can only file a online dispute, and not speak to a human being.

We tried several times to speak to someone who would/could waive at least some of the 5300 dollar early disconnect fee. Especially considering we have about 40 sites and of those 40 sites we have Fusion services is over half of those, and had planned to spin up at least a dozen more sites with Fusion. If someone could/would have helped us just a little with the outrageous early disconnect fee we would still be with Fusion with the additional dozen sites. I have worked in IT for over 30 years and Fusion is by far the worst company I have ever worked with. I recommend Ring Central, or one of the many other companies.

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Rated with 1 star
Verified Reviewer
Original review: Oct. 14, 2022

Zero stars as there is not one thing about Fusion Connect that is worth rating! As a 39 year old company, we have never had such a devastating experience with a vendor. Our lines went down eight days ago and we have had 6 repair tickets opened and "mistakenly closed." Their representatives lie continually about returning calls (which we have received zero). Our full time job has been calling and waiting on Fusion Connect. I do not believe they have a repair department. The AT&T tech they sent out said that the lines are not correctly provisioned by Fusion. I have only received silence on the other end of the phone when I said very excitedly, "Now we know the problem. Will you please fix it!" That was 3 days ago. WE are in the process of having our lines transferred to a new company.

6 people found this review helpful

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    Rated with 1 star
    Verified Reviewer
    Original review: Aug. 1, 2022

    I so wish I had looked up reviews before dealing with these people. I didn't think anyone was worse than Comcast - Fusion is it! They will lie about the fees - they are excessive. My quoted price was $180 and it's actually $220. They claim there are $5500 early termination fees but it states that nowhere. I have filed complaints all over the place. They are God awful. So unethical and deceptive.

    5 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: July 14, 2022

    Had been a customer for over 10 years. We were told in various emails that our orig contract ended and we were MTM..They did not provide service to the new build but we did not know the exact date of the move in with Covid.. When we told them we were moving a magical contract appeared as they said folks can only go 3 months on MTM and then an automatic 1 year agreement happens... I never signed a thing and nobody told me or emailed me anything that confirmed a 1 yr contract. They said it's in the language of some previous standard amendment... Their Cust service was horrible. We had fiber in the old build with them which was ok, but their cust service, billing and overall reliability was not worth it... Just be careful as to the magical bills...

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    Rated with 1 star
    Verified Reviewer
    Original review: May 10, 2022

    I have been with this company for over 18 years, started with Covad, then it changed to Mega Path and now it is Fusion Connect. DO NOT SIGN UP WITH THIS COMPANY if you are looking for new service! Since changing over to Fusion the customer service is horrid. When it came time for us to part ways I found out that they have a very specific and minimal time period that you are able to cancel their "contract auto renew", I followed their instructions and was able to go on a month to month with them (so I was told).

    When it came time for my final invoice they are trying to hit me with over $7500 in early termination fees stating that I was under contract, even though their own accounting department states that I was month to month. I have been battling with them for over 3 months now and they still claim that I owe them money that I don't owe. If you want to save yourself a TON of hassle, look for another provider, there are plenty of them out there that will treat you better.

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    Rated with 1 star
    Verified Reviewer
    Original review: Feb. 22, 2022

    I'm a business Owner who used to be with Birch until it switched to Fusion. Birch was fine but after it switched to Fusion my rates went from $300 to $600 per month with less service. With Birch I had two voice lines, one fax and 2- T'1's internet. With Fusion I have same except NO fax because they don't have it. Fusion piles on the taxes, and fees, like FCC fee which they were charging me $117/month until I called my Lawyer who sent them a letter and, although Fusion doesn't admit to that being the reason, they reduced the fee to $34/month which is more like what I've paid for last 20 years of business. Customer support wants your money and will go lengths to get it. They are rude, and unknowledgeable. I could get into details, but trust me. You don't want to use this company.

    3 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Feb. 21, 2022

    We have been with Fusion (Cbeyond birch, etc.) for many years. We were on a month to month contract - about $800 a month. This covered 2 T1 Lines, phone service and emails. We were asked by a sales person **; if we wanted to upgrade to Fiber. - I said, "Let's discuss." She explained to upgrade all my services and move to Fiber. My monthly cost would be about $1300 a month - however I was also paying Comcast for internet because the T1 lines were so slow. So I thought I would only be paying a little more after canceling Comcast - after several issues getting it installed and moved over - I realized I was paying two monthly amounts almost $300 and the then the $1300.

    - After trying to get answers I was finally told my email service was never in the "upgrade" and the $1300 a month was only for phone and internet. - I asked the sales person 100 times if not more - so this new contract covers everything - I was told YES! I am in a 3 year contract almost double what I was paying after taxes - I have emailed numerous people about the incorrect information - no-one CARES!!

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    Rated with 1 star
    Verified Reviewer
    Original review: Sept. 15, 2021

    We have had an unusual experience with this company all very negative. As with all the other reviews untrustworthy, unreliable, very inefficient, and deceitful. It may have cost me my company if the 800 number as promised is not returned. It has now it seems gone to a scam taking all my potential and past customers (unbeknown to them) with it. At great cost to me. Promising and doing are two very separate intentions! Now I have to contest any credit card payment for service not rendered? Under Corona Virus this company claimed we had TWO reminders for renewal, but we have no trace. Stay Away. There are far better options.

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    Rated with 1 star
    Verified Reviewer
    Original review: June 22, 2021

    This is the worst company. We have been with them for over 25 years - with Cbeyond then Birch -then Fusion. And only because they make it impossible to change. We tried to go to AT&T and the experience was so horrific! We lost complete phone service - Fusion ported incorrect numbers. 2 years ago, the owner decided his exit strategy and started down the path of selling the business. At that time - I told the Fusion rep that we did not want to renew a contract in the event that we would have to terminate early. No problem they said - but we would pay extra to be on monthly.

    We did not have a problem with that. No that we have closed our company - that is not the story. They auto renew your contract without you knowing and they don't have to tell you that they did. They said we did get a copy of the contract - In 2014! And said just because I told the rep we didn't want to renew - it would automatically do it anyway. Now they want us to pay an early termination fee - and we all know how their fees work. They have transferred me from one person to another - never letting me talk to someone that can actually do anything about the issue. We have never been late on a payment - you would think they would want to do what's right. Run from this company.

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    Rated with 1 star
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    Verified Reviewer
    Original review: May 26, 2021

    Never do business with Fusion Connect. I terminated my contract with Fusion Connect as per the contract terms back in March 2020. I terminated early because of constant billing errors. They continue to send me monthly statements. I've had numerous emails and phone conversations with different departments and I lost count of how many times I sent them copies of my termination letter and copy of the cancelled check. Another email from them today states they have never received a termination notice. The check amount was given to me from Fusion that included a termination fee. Run as fast as you can away from this company.

    3 people found this review helpful
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    Fusion Connect author review by Ellen Muraskin

    Founded in 1996, Birch serves more than 200,000 business customers. Birch is an industry-leading voice, data and hosting provider for small to mid-sized businesses, while also offering enterprise-level solutions.​

    • Works with your existing PBX: As a business VoIP provider, Birch offers a complete range of services that replace or work with a PBX. In integrated voice-and-data accounts, it dynamically allocates bandwidth as needed.

    • Mobile service on the same bill: Instead of dealing with multiple vendors for telecommunications services, Birch offers an all-in-one solution, enabling you to take your workforce from the office to the street.

    • Granular call treatment: With Birch's user interface, you can turn off call waiting for specific numbers, ensuring that some callers will never be interrupted. Birch's Repeat Dialing feature keeps dialing a busy number for you until the call goes through.

    • Migrate to the cloud: Birch takes VoIP services to the highest level, transitioning data to the cloud for added flexibility and security.

    • Certified for excellence: Birch has been repeatedly recognized for its exceptional call center service, guaranteeing customers a quick resolution to problems.

    by Ellen Muraskin VoIP Advisor

    Ellen Muraskin has been writing about telecom and IT since 1993 when she joined the marketing department of Dialogic. In 1996 she joined the editorial staff of CMP’s Computer Telephony Magazine, rising to Executive Editor before joining Ziff Davis Media to launch the VoIP topic center of their eweek.com site. She served as senior copywriter for IT infrastructure company Raritan and has written and edited for several publications.

    Fusion Connect Company Information

    Company Name:
    Fusion Connect
    Formerly Named: