About Fusion Connect (formerly Birch)
Overall Satisfaction Rating
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I am finance director for a nonprofit. We have been trying to disconnect from Birch for 3 months now. We have gotten conflicting information from CSR's. We were informed that our contract autorenewed each year (fine print obviously) and thus would owe about $950 in termination fees. A month after terminating, we are still getting bills as if we never terminated. Avoid this company. They use unethical tactics to delay customer terminations.
My name is Alan Jay. A customer rep named Katie told me to send my smartphone to them for repair. It was never returned it back to me. They stole my property. Then after a period of non use, they cut my line. Been without a phone for 2 plus years.
I ported my phone numbers away from Birch to Total Wireless before the next billing date, but they kept right on taking money from my checking account on auto-pay. When I called and threatened to do a charge-back with my bank, the lady at Birch informed me I was under contract (by auto renewal) and that there would be a $133.00 early termination charge. If I refused to pay it, they would have to report that on my credit. WTF??? That's how they treat loyal customers of 6 years. How can an auto-renewal be legal and binding. BUYER BEWARE - This is a nightmare of a company that will rip you off any way they can.
I have been with Birch for over 15 years. Every time I call for disconnect they informed me I have a contract with them. Which is not true at all. According to customer service, my contract renews every year automatically. I have called several times to make sure they leave a note for my account not to renew my contract and inform me when it's due. Customer rep is never able to help me to check what is my actual renewal date. It always takes for them several minutes to come on help as soon as I tell them the reason for my call. I have tried this for the last 6 years since their internet service is not good at all. I will not recommend this company to anyone.
We are a cardiology office that has used Birch, which was CBeyond in previous years. We use the virtual receptionist for after hours. I tried to change my message to the doctor on call and their system wasn't working. I called the customer service, which is done by some company they merged with, Fusion and was put off like they had better things to do than help their clients. We have urgent situations in cardiology and they said they weren't sure when the service would be back up, they had been working on it for a week and a half but maybe in another week!! I told them "do you realize this is our after hours service for heart patients." I was told well there's nothing they can do. They would call me when it's working again.
I asked to talk to a manager and they told me they were busy and they would call right back when they were finished with current call... 16 hours later NO CALL. I called back the next day. Was put on hold for 45 min then conveniently disconnected. We tried to get out of our contract last year but they conveniently said we didn't jump thru some hoops so we had to pay for another year. They really don't want to deal with small companies... Not sure why they didn't just let us go. I am now cancelling our contract and jumping thru the hoops to make sure there are no excuses. Think twice about this company, especially if you are a smaller company.
My mother received a letter from Birch advising that Fios needed to be and an appointment needed to be made for a technician to come into the home. They provided 4 telephone number to make the appointment. When calling the numbers, 2 of them were disconnected and the other 2 went to voicemail. Messages were left, no one returned the calls. Weeks later another letter arrived stating the same information as the first, with the same telephone numbers. Again, 2 numbers were disconnected and 2 went to voicemail where messages were left again... no calls were ever returned.
Two weeks later, the phone was disconnected by Birch. Many, many, many phone calls were placed, left on hold for over an hour, guessing I would hang up. Always had to wait on hold when I called. Finally on 3 separate calls, spoke to someone who always told me they would call me back, but never did. 2 weeks later a Verizon tech shows up and no one was home. No one called to tell us they were coming. Total lack of communication from a telephone COMMUNICATION company... VERY, VERY BAD. Switched my service as soon as the phone was restored.
I have had no problem with the 800 number provided by Birch and I do not dispute any charges I have received for the Birch service but Birch needs to make some changes in the way their webpage is set up and in the way their customer service works. For years I had to call Birch every time I made a payment but they finally allowed consumers to set up paperless billing and auto payments. My most recent problem with the Birch website was that I could not update my Payment Information. So now my account shows two months payments due. I finally reached someone by phone who could change my Credit Card information. I think my account will be fine until I have to change the CC information again.
The Birch website needs a page where consumers can change their Payment Method online. Perhaps calling a representative isn't a problem for most people but it is an inconvenience for me. Additionally, Birch needs to create a way for consumers to provide feedback, then perhaps they could address some of the problems their customers have with their service.
Birch's customer service completely failed to respond to my complaints, except to tell me it's my fax at fault. The single line I have used BIRCH service for has a single purpose: Fax. They can't seem to make it work. Since my automatic payments slid by my casual review of cc bills, they have been paid for nearly no service for many months now. I get spam incoming, but nothing I send reaches its addressee, so now I go to Staples or FedEx to fax out. I thought I canceled their "service" and did not update my cc with them or responded to their mailed items. Now, I've received a SERVICE TERMINATION NOTICE, all very pretentious and official-looking!
They tell me they have tried many times to reach me by phone calls, but THERE HAVE NEVER BEEN MESSAGES FROM THEM ON MY ANSWERING SYSTEM! My cell has no messages. They claim that they require entry to replace interior copper wiring with fiber optics. This is nonsense. I have FIOS, and yet my phone line with Verizon is copper, not fiber optics. Fiber optical systems are outside, BIRCH! Your assertion is just another attempt to fob off your problematic system on a (former) subscriber. Canceling BIRCH T. O. D. A. Y. Humorous side note: The termination letter says my service has been suspended. I can't tell the difference.
CBeyond provide good but overpriced internet/phone service. CBeyond was then purchased by Birch. For the first year or so with Birch, the service was excellent and superior to CBeyond's service. During 2017/2018, Birch's customer service went downhill fast. Our business relies heavily on our fax machine. When our faxed business referrals were not being received, we contacted Birch. They had someone look at our Birch on-site equipment and said everything is fine on their end. They said it is our fax machine.
I purchased a new $500 fax machine, and we still did not receive our faxed business referrals. Then, Birch said the problem is the wiring in our building. So, I hired 2 ex AT&T wiring specialists. They connected Birch's equipment directly to the fax to bypass any potential wiring issues. Our faxes still were not coming through. Still, despite all the evidence, Birch was in denial and would not change their repair or replace their equipment in our office. Additionally, I had billing issues after switching to AT&T directly. Birch was still billing for services even though I informed Birch that I am terminating all services with them. I ending up paying an additional $1,000 or they were going to send us to collections.
Phone service was horrible at best. Only worked intermittently and then not at all. Tried dozens of times to contact them but they don't answer email or phone calls. Probably because everyone is contacting them to complain or cancel service. I could not be more disappointed with a company that I have done business with.
I signed a 36 month contract. Before the end of the contract I called a representative. I distinctly remember the conversation and I was assured the contract was ended. Then I got another bill. When I called customer service they told me I had not called AND that the contract had been "automatically renewed" for another year. They said if I wanted "early termination" I would have to pay $225.00. I have filed a complaint with the FCC.
We owned a store in Illinois and the phone and internet services were provided by Birch. What can I say about this company! They are the worst company I ever had to deal with. Their service was ** but on top of that, their customer service was the worst! They charged me early termination fee because we ended up selling the store and we notify them about selling the store. It does not make sense charging someone a fee when they do not have the business. WORST COMPANY EVER AND I WOULD NOT RECOMMEND IT TO ANYONE.
My elderly 87 year old father was switched to Birch phone by acquisition. He had their service for 10 years. He has updated his house with new technology and was given a great deal through Comcast. He called to cancel Birch and was told he needed to give 30 day notice and would be billed $200.00 for canceling. I demanded to see in writing where he agreed to that fee. They play a recording from a third party where the guy says "You must agree to 30 day cancel notice or pay a fee." Nowhere does it state the amount of $ 200.00. Or any amount whatsoever.
I demanded to speak to a supervisor and Cindy refused to connect me to one. I told her my father was hard of hearing and probably did not hear or understand when he went through the phone prompts. She refused to help and demanded he pay $200.00 to disconnect. I told her Birch is taking advantage of the elderly and I would lodge complaints with Consumer Affairs, FCC and Elderly Affairs. She said "Do what you want." DO NOT USE THESE SCUM, THEY ARE TARGETING ELDERLY PEOPLE.
We are a Non-Profit Swim & Tennis Club that is required to have active landline for 911 services in order to be open. We had previously checked our line for dial tone and ability to call but not a voice connection. On May 16th, our Club was closed by County Safety Dept due to phone line issue of parties not being able to hear each other. Opened work order immediately on Wednesday, May 16, 2018 for service repair. Initial technician went out on Thursday, could not make repair. Expedited request on Friday, determined a Central Office issue, best service date of Tuesday (said technicians work on Saturday and Sunday, but that the best they could do in my case was start and close on Tuesday).
Expedited on Saturday, Expedited on Monday. Consistently explained that we are closed, the customer service did not care. Tried to expedite further, Supervisors unavailable, (really?) Will advise if actually repaired on Tuesday. Would not recommend Birch Communications -- I spoke to the same people consistently calling a 1-800 number which means that they have very few people working their tech support. Their phone line actually went down during one of the conversations. They would not transfer to other departments and/or said that they could not talk to their dispatch/technician group.
My phone service was for the most part ok and cheaper than AT&T. But they do all negotiations over the phone. I was TOLD that to switch to Birch Net it required a one year contract and after that period ended I could leave at any time. I have found them hostile and unhelpful. They are demanding $250 termination fee for not leaving on the EXACT DAY I started. I had phone service over 3 three years so I know I had met the verbal contract they gave me over the phone. HORRIBLE. Would never use them again. Bullying customers never works with me.
The first phone call with this company the person said she was with Verizon and wanted to lower our rates because we have been loyal customers then sent me to her manager and he said he was with Birch Communications. After googling reviews, they have terrible reviews and I would rather not change, he was very rude and I asked they not call us back. Since then I have received 4 calls from other reps from Birch and they are harassing calls. I explain I am not interested and they are ignorant. Today the girl even laughed because I was so annoyed with them. I am sure they will call back again next week. I WOULD NEVER WORK WITH A COMPANY THAT THINKS THIS BEHAVIOR IS OKAY!
I have never been with a company that is so rotten! They leave you on hold for over 30 minutes regularly and punish you if your life doesn’t allow for you to sit and wait for them to answer the phone. Once I waited over 30 minutes and the department that I was holding for closed. When I called back and beg them not to put me on hold again I was told, “Oh that department is now closed”... really they do not care about their customers and their needs. And above all that just try to change service providers. I tried to leave and go to AT&T with my phone number that I had for 20 plus years but it seems that it couldn’t be done because they could not obtain that number! I had that number before I went to Birch! Never will I do business with them again! Hopefully help someone else too.
The company is targeting the elderly people for personal gain. They should be put out of business!!! Isn't it a crime to sell a service to a person with dementia and take advantage of their weakness??? They called my mom and told her she needed to be switched from AT&T because they were going out of business so of course she agreed since she didn't want to lose her phone service!!! SHAME ON YOU BIRCH!!!
Made promises to get me to sign up. But when they could not deliver, I am still bound by the contract and stuck with a huge increase in monthly fees and an extension of the contract for 3 more years. If I choose to leave, there is a huge early termination fee in the thousands.
I received a sales call from Birch. Initially they declined to identify themselves or the purpose of the call. A second person interrupted the call, apologized and identified himself as Mr. Leo **. Very nice and professional. He explained the service and how it would reduce my costs. Initially the explanation was somewhat convoluted but finally I got the gist of their offer. I requested Mr. ** to send me a quote detailing their offer, contract terms etc. He explained he was unable to do this but directed me to their website. Even though they offered a "quote" I realized it would be verbal. Not written. I went to this website, Consumer Affairs and read the reviews. Glad I didn't go forward. As a result of the information provided which confirmed my fears, I don't have a horror story to tell. Thank you Consumer Affairs.
Our company also started off with Cbeyond, which we had no issues with. We were switched over to Birch and almost immediately started having issues with almost everything associated with our account. First, since we're not on a contract (I recommend not doing so) every month our bill has slowly started going up and up. We have T1 internet and about 5 phone lines. At the time T1 was the only option in our newly developed area. It has always been sort of slow but we could still easily watch videos and download large email attachments in a not too long time frame. But in the past year or so it has really slowed to almost not being able to go on any website and checking email is horrible.
There have been no changes to our computer usage or equipment. We even upgraded to a very expensive wireless router and no change. We even stopped most of our computers from running updates until after we leave. Every time we call the blame is placed on us and we are told that we need pay a professional IT person (not within our budget) to come in and check to see if we messed any wiring up. We were even told that because the internet is so slow our phone lines would stop working, but it wasn't their fault.
We eventually asked them to see if there was anything faster they could upgrade us to and we were told there was a fiber optic option but we would have to pay almost $500 for install and can't remember but some kind of ridiculous cost per month for the service. We are now trying to get Comcast to come out and they have given us a great cost per month for their service. From all that I have heard from these reviews, I am very nervous about how terminating our Birch account will go.
We have had very bad service from Birch. We have had 4 T1s and 6 phone lines with them for 5 years. The service was extremely slow, always. We found out after 2 years that 2 of the T1's was not even installed. After they came and fixed this, it was still extremely slow. We had to argue with them for months after this to even get a credit back for the 2 T1's as "per their policy" they would only give us credit for 3 months after we were without the service for close to 2 years. We need to have more Mbps and their termination process is very expensive. Much too much for a small business just barely getting by. Moral of the story do not sign with any company that wants to lock you into anything over 1 year!!!!
Message I attempted to send several times using several addresses Birch lists: Hello, for several months, advertisement emails have been sent to strangers showing my AT&T (BellSouth) account as the sender. The number well exceeds 100. These messages appear in my Inbox, without copies in my sent file, and are forwarded under my email address by remote server: IP **. This is clearly an act of abuse and theft of my online identity. Can you help me?
I emailed the VP of Customer Service. Kevin was extremely prompt, apologetic, efficient in getting it resolved quickly. The customer support manager did send me an 2000 page pdf of my call logs instead of an excel file/csv. Luckily I could extract the data or that could have been an added annoyance on top of a generally well done recovery.
We have 8 Phone Lines and a Toll Free Number. We were required to sign a new contract from the roll over from CBeyond to Birch. Our billing stopped tracking Outbound Long Distance by telephone number after the contract change. We called to get support to look into it. We were told by a customer service rep that our outbound calls were somehow being logged under our toll free and we would have to get a subpoena to get them. She was rather rude about it. I asked to speak to a manager. I was again told there was nothing more they would do without a subpoena, rather harshly. I demanded to speak to a manager. The manager immediately backtracked, once she actually listened to the problem. They said they would open a ticket to get it repaired. It has been a week. I have tried calling back. No one in tech support can be spoken to. They have no ETA. We just have to wait until tech support gets back to us. This is not acceptable.
Had a sales caller for Birch Communications call my mother in a nursing home and talk her into changing phone service from AT&T to Birch. My mother has dementia and had no idea what she was agreeing to. We pay her bills and were surprised to start getting a new bill from Birch rather than AT&T. While this may be entirely legal, it is also unethical. I called to complain and suggested they ask the person on the other end whether they reside in a private residence. If they discover the owner is in a nursing home, they should end the sales call. We all know this won't happen. Getting the phone line changed back can be done, but it's a royal pain.
This company slammed my business phone speaking to one of workers. I have been trying to switch back to AT&T but Birch claims I have a 3 year contract. WHAT... How can I have a contract with someone I have never spoken with??? Now our phones have been out for almost a week and they are too busy to send a tech. My staff has asked to forward calls to their cell phones until the phones are back up not realizing it would take this long and now Birch says they cannot forward calls now because we used us our complimentary call forwarding.
I cannot conduct business without a phone and we are emergency call 24/7 for the airlines that have animals connecting at Detroit airport. How are they to reach us??? I said I will pay for call forwarding. I don't care the cost. We cannot be without phone service. Birch says sorry it's not about money, nothing they can do. Birch says they will email supervisor and they will contact us with a decision tomorrow. What kind of business is this!!! They are bullies and liars!! I will be filing a complaint with the Attorney General, anyone care to join me please contact me by email.
I had previously, signed up for their service without reading the reviews. Birch claimed that they can save my company money as well as provide faster internet service. A installer arrived to disconnect my current service with CenturyLink. This installer arrive without any equipment stating that he was here to turn off my service and he wasn't sure when I was to get service with Birch. This installer revealed that he just did the same thing with another company, and they are still waiting for Birch to come and complete install. Attempted to call Birch, left a message, that I can't not be without internet for any amount of time. Eventually, said no to their tactics and starting to receive bills for $400.00, ignored those bills because they didn't install. No early termination fee was explain. Never received any information about their fees. The fee agreement has been forwarded to collections.
We are business and need our 5 phone lines to operate. Our business is in Tuscaloosa, Al. We switched providers after Birch Communications increased our phone bill for no reason and then failed to correct it. They have inadequate customer service as we have not ever been able to reach a representative without hold times that are excessive, such as 30 minutes or longer. They also have caused us to incur tech expense for their failed service. When we switched to Comcast, Birch failed to port all lines and only ported one line.They had 30 days notice to do this. This resulted in the loss of our main lines, further tech expense, and more importantly the loss of business revenue. Birch needs to compensate us for these losses or it should cease to provide business service in Alabama.
I own a supermarket, over the long years I've been with C- beyond now it's called Birch Communications, I am currently having problems with my internet. It's been 7 days without internet and they can't seem to find the problem. They says it's their vendor's fault which is At&T and according to AT&T it's Birch. Well it's been 7 days without internet which means my business can't accept credit cards, we can't do money transfers or pay utility bills, and most importantly I don't have a phone line either.
I've lost so much money in this 7 days and still no fix to this chaotic situation. All they can say is "I'm sorry, I apologized for all the inconvenience this might have caused. We're trying our best to fix the problem." Really 7 days and they still can't fix the problem. They have only offered to credit a month's worth of payment which equals $500.00 doesn't compare to all the money I've lost this week. I am so disappointed with the bad service they have provided and for their incompetence. I would never recommend this company and I am ready to move on and get another company.
This is simply the WORST company I have ever dealt with. They are incredibly incompetent; their policies are extremely harmful to customers; and they lack integrity in every single communication with them. My contract ended on 4/24/17, and I was told I needed to send them a letter (no email or call) a month before to cancel my service. I sent them a certified letter on 3/15/17 cancelling my service ASAP. They claim they received the letter on 4/4/17 (3 weeks later), and they said they would cancel the service 30 days from then. We sold the house and new owners moved in on 4/6/17.
Birch would NOT disconnect the service, however, even though it required the simple flip of a switch, so the new owner of the house has not been able to get any telephone or internet service for the last 26 days. I've talked to at least 5 people at Birch about this, and they say "too bad." I've also received a bill from them for all of April and all of May. They are simply crooks without a shred of integrity. This is not the first issue with them, as on average, it takes more than one-and-a-half hours to get through to a customer service person.
Fusion Connect Company Information
- Company Name:
- Fusion Connect
- Formerly Named:
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