I have a small business and their two line phone system has been great. I've been a customer for over 3 years with their Mitel phone systems and needed to expand. Before I called I read some of the reviews on Yelp and was a little surprised as my experience was nothing like what other reviewers had indicated. With that in mind I called up AccessLine to see what options I would have in expanding my phone system. They informed me that my current system only supported two phones and was now obsolete (started to worry). I was then told that through Polycom there was a buy back rebate program for my old phones and they could set me up with their newest system (they said something about cloud). Bottom line I only paid for the new phones that I added, they replaced my existing phones for the price of shipping and waived all new setup fees. Old phones were a little outdated and no-name but I've heard of polycom and they really sound great. I've had the new phone system up and running for 3 months and still a happy customer. The few times I have had to call they support team has been helpful. I can only imagine that AccessLine may have gone through some growing pains, based on the older reviews, but they seem to have their act together now. read more

I have been a customer of Accessline since 2006. They were great for our Small Business regarding voicemail to two office phone numbers when we started working from home. At the beginning of this year, 2025, I noticed the phone numbers were cancelled. This has happened before if our bank needed to close the account due to fraudulent activity. We would provide the update bank acct. This time, I called Accessline, now dba Intermedia, to reactivate one phone number only. We didn't need the other number. I was put through so many hoops, and different answers about what to do. Then, this company kept saying they don't own the phone number. This phone number was connected to a physical phone line until 2006 when we started working from home. The numbers were paid in full. We needed these numbers in the 'cloud' which wasn't the norm at that time. We have had this since 2006, without any issue. This time, Intermedia kept asking who owns this number. We didn't understand why this was an issue all of a sudden. In the meantime, this is causing customers not to be able to leave vm. After about four to five weeks, we were informed we could not use the phone number used since 2006, and on our website, stationary, business cards, etc. We arranged for a new phone number, although, we were informed no forwarding message could be added. What else could we do? We arranged a new phone number for VM exclusively. We could use our same PIN, but needed to add one more digit. This was done. We started sending email notices announcing this new phone number. I have called this number, and input the PIN, without hearing any messages. Then, a recording is heard saying this feature is not good (or similar). We have received several messages about this system being down for various reasons. We received a receipt for a charge. I emailed Intermedia today, and learned the step to retrieve our messages is not as simple as I was lead to believe. I hope phone calls are recorded. I remember what was said. I didn't want anything fancy. I wanted to be able to type in our PIN when the greeting begins, like before. This is when messages would play. Today, I was told I have to go through more steps in order to retrieve messages. This is too much just to listen to VM. Before, I was able to type our PIN quickly, from memory, and our VM would play. To have to go through additional steps to listen to VM is not what we originally signed up with this company for. It feels like this company does not want the Small Businesses now. I have past communication when we needed a phone number reactivated, and this never happened. I'm not sure why Intermedia has acted this way. I'm grateful we hadn't printed stationary yet. We did add this 'new' phone to our website. This can be removed. We are still left without a professional way for vm. read more

I found this company through Costco which has always been a trusted and respected name with all their products and services, but this one completely missed the mark. These phones may be suitable for home use, but they are totally not "business" worthy. I would steer clear of Accessline. We had problems from the first day with features and functions that just didn't work properly. Their customer service is less then what you would expect from a Costco affiliate. All in all this was a very negative experience and I would not recomend this company to anyone. read more

I found this company through Costco and for two years I have had ongoing issues. I have the system for a very small business and it has been nothing but trouble. The sound quality is very poor and the router does not work well. The quality is horrible and the customer service does not help. In the two years I had this phone I regularily have had the phone not work for long periods of time. For example I have not had phone service for a week now and this is the second time I have had issue. I can't believe Costco sells this product. read more

After many years of satisfactory service(before any other communication companies were in its business), Accessline either has lost its mind or is in financial difficulty. I cancelled all of my many accounts in 2005 and started a new one in LA because I had moved. Due to its failure to cancel one account I specified and this account being billed to a separate credit card no longer used by me, AccessLine racked up a bill of several months charges without my knowledge(I never phoned in once to get messages or faxes which were all spam). Then it had the gall to refuse to refund my money already charged. To add insult to injury, I told it to cancel this last account several weeks ago, and it did not cancel again!!!!!!! Anyway, I have gone from being a recommender of its services to its worst enemy: a former user with lots of friends using its service. Try ATT unified messaging: it is cheaper and just as good. read more

I can't believe the charges. I have no problem paying for what is sold to me. I believe in commerce. If you know what you are paying for and getting what you paid for that is a fair arrangement, but to have nearly four times the charges auto-billed to your card is criminal! It is truly criminal. It is stealing. We were sold on a monthly bill for $113.00 and have been charged $391.00!!!!! For some reason companies believe you have no choice when your card is billed incorrectly. You can't steal from customers. We have a choice. Accessline will soon find this out! Don't believe the scam!!!!!!!! read more

DO NOT DO BUSINESS WITH THIS COMPANY!!! I thought that Accessline's product looked terrific, and they did perform as promised. But when I got ready to terminate my agreement, that's when the problems began. As part of the package I agreed to, I included a vanity 800#. Later on, when we terminated our agreement with Accessline, someone in their customer service department apparently did not cut off the 800#. Instead, they keep charging my credit card month after month after month. When I call in to remedy the situation I am told that I don't have an account there; no way to service my need. Finally, I ask my bank to change my credit card. The monthly deduction stops of course, but unknown to me, Accessline continues to add charges to this un-findable account and never sends me a bill. Wow! Six months later I have a collection agency calling me every hour trying to collect. In one last desperate attempt to resolve the matter, I call Accessline again (this is a year after closing the account), and the CSR tells me that they cannot give me any information on their collection notice - I have to deal with the collection agency. So I call the collection agency and they say that they cannot resolve the matter. The only way the resolve is by requiring me to pay money. They admit that they are required by law to request the original billing from Accessline to prove that I owe the money, but that it would not change the situation. Why? Because there is no resolution process available. Eventually, the "bad debt" will reach my credit report with "notation" of a my dispute. Swell. For the next year, I will tell this story over and over , just like Accessline charged my credit card over and over and over. If I could give a ZERO star rating to this company, I would. And now, a note for them. Clean up your act. Do you not notice that you have a huge hole in your customer service routines? Shame on you. read more

Service rep can be pleasant but helpless. Their phone works...most of the time. Their e-mail support is excellent, usually replying within the hour in my experience....until this happened: I wanted to port 1 of my 6 numbers away from Accessline. This is a add-on fax number belonging to me and was not assigned by Accessline. This line has chronic inbound fax problems over a month and the problems were confirmed by Accessline. "We're working on it and thanks for your patience." was all we have been getting from Accessline since July 9th 2013. So... I looked around and submitted porting paper work via my new carrier but the request was rejected by Accessline, noting that I had to call PAETEC, their business partner. When I called PAETEC, they could NOT locate my number or any service record. This took 30 minutes of my time to find out I don't exist!! Strange, I called Accessline for clarification and was told Accessline does not know about business procedures at PAETEC. It's obviously turning in to a circus and I don't know what I am missing or not understanding. I want to port 1 of my number away and Accessline/PAETEC are making the process very difficult. Is it a bag of money that Accessline/PAETEC want from this tiny customer? What other information do you need from me? Perhaps I could involve the FCC but will wait for some response while keeping meticulous records of my communication. Short advice: Do sign up with Accessline but don't even think about leaving. read more

I've had the Vertical system now from this company for a little over a year through their partnership with Costco. I have 14 phones for my small business. Initially worked out well for the cost they charge since there are some services that come standard with the phone system. There are some call quality issues where people think that we're calling from a cell phone and we're not. Customer service is a hit or miss. At times, you will get a hold of someone who is willing to listen. However, most of the time you get a hold of someone who is rushing and like to use the "yeah" response which makes it seem like you're speaking to a teenager who isn't willing to listen to a customer's concern. You would think that a business "catering" to business professionals would try to show some courtesy and professionalism. The sales team is very courteous though and helpful... if you know what I mean. My phone stopped taking voice messages on Friday and I called customer service and I was transferred to tech support to no avail. Called and left a message again on the weekend. No call back for about an hour. When they finally called, I was away from the office but was told that I had to go back for them to remotely configure or test my phone system, so much for a voice over INTERNET protocol systems. Drove back 35 miles one way but no one called me back to reconfigure. Someone called and left me vm on my cell on Sunday to check if support called, 12 hours after I was waiting in my office. Called customer support again on monday and I was told that I had called the wrong number and that I should have called directly on a phone number they provided. I was transferred and waited for about 3 minutes where I was given an option to leave a message which I did so at around 930am. Had to call back at around 5pm to state that on one ever called back. They did a remote check on my phone system through my computer and found some hardware issue. I was told that I have two options since my one year of warranty was up. Upgrade for $150 fee to a new system but that my setting couldn't be saved or buy another base unit for $99 but that there was no warranty if it broke again. I got a replacement after threatening to cancel my current account and two other accounts I have with them. People should never have to go through that. They need to revamp their system and their service. Costco should also be liable for the services that their vendor provides. Long story short: Look at another system and company! read more

Horrible, awful, worst decision I've made for my business! BEWARE!!! You will be making a huge mistake if you use this service. I would expound but I don't have time because we are in the middle of trying to remedy the latest in our countless issues with this company. I opened a new business 2 years ago, dealing with our phone service has been the single most frustrating issue we've had. That says it all doesn't it? read more

The Polycom 4 line phones I was sold do not have the basic features needed to run a small business. When you place a call on hold, only the phone that answered it can pick it up unless you transfer and there is no intercom to announce calls without picking up the handset... features I did not even think about making sure they had since the phones I bought 16 years ago had them. Unfortunately, we had to buy the service before we could set up the phones and use them so the satisfaction guarantee was over before we got to use the phones. Now we are stuck with phones that drive us crazy... The saleman also did not tell me that going to VoIP would not work with security systems, emergency elevator lines, etc. so I had to purchase additional land lines for these purposes. Kind of shot the savings out the window. read more

Do not use this service. You end up with garbage service and wait over a half hour to speak to a human each time you make a service call. GAR-BAGE. read more

Billing practices are questionable at best, hardware is old and obsolete, call service reps are lacking and sound like they are reading a script, problems go unsolved when reported. Company has many flaws but has a nifty service too bad Google Voice offers the same 'follow me' service for free and now allows you to port your numbers to and from. Costco should drop this misleading service ASAP. read more

I signed up through Costco and have found the phone service to be very reliable. One caveat is that the phone bill does have some hidden charges that were slightly more than I was expecting. read more

This is the worst company ever!!! don't get a number with them and try to port to another company later , they will hijack your number and never ever let you take it to another company, they will make any excuse to avoid porting the number/s away from them. Stay away, this has been my worst nightmare. read more

Im not sure why these people below are giving negative reviews. I have used Accessline for the last 4 years since Ive opened my office. Just like any companies, there is always going to be a glitch. Many people may be having issues due to your internet company..you may need to upgrade to a higher band. read more

I've been using 800 number service with AccessLine for several years now and it's been working great. No complaints here. Based on other reviews, I will keep my fingers crossed. read more

I have been a loyal Accessline customer for several years without any problems and have received extraordinary service however I have been trying to cancel service for a week via both email and voice mail since I am unable to reach a real human at their company. My credit card issuing bank tells me that I may have to cancel the card in order to get them to stop billing. Ugh!!! read more

Just got phone and service turned on. I was charged 23 dollars for delivery of one phone. Then other charges came that I was not told about. The 24.99 cost a month is a gimick, because they don't tell you about all the other little charges that add up, including the charge for porting your own number. Would never use them again. read more

We too ordered the service based off of costco's partnership. I ordered the service before I read the reviews so I was a little apprehensive. We have not had any problems so far. I know that they used to sell a different brand of phones. We got all polycom phones. We also were switching from our local cable company VOIP service so we are comfortable with the service and we haven't had a problem (We kept one line with the cable company so that we are still entitled to their fast response time). After reading the reviews, I upgraded the speed of our ISP and bought a gigabit switch. Customer service has been great. although the wait time was a little longer than I would expect. One of the phones was not programmed, and I was able to reprogram the phone with the person on the line (since it was not programmed, they couldn't simply remote into the phone and fix it from their end). Implementation went well and we have been using the service for a week. The only reason I am not giving them five stars is because we do not have enough time with them to conclusively endorse them. I know that back in 2010-2011, they sold a different type of system. I wonder if the complaints are related to the use of that system. We have polycom 2 line and 4 line phones and they are all connected via ethernet (we didn't get any of the wireless connected phones). read more

Have now had several autodialer calls identified as ACCESSLINE on caller-id. Like lowlife telemarketers everywhere they are fine to waste my time by calling multiple numbers and then being too busy too deal with me--on the call THEY initiated. A crummy practice that merely ensures I will never deal with them. They have called me multiple times and we have never actually spoken since they hang up after my 4th "hello". read more

I have had Accessline for 7+ years and I really like it. I use it for the purpose of having different extensions for my business. It's nice if you have team members with different extensions and you want an extension to get routed to the appropriate person (it works even if the team member is at a different location/city). The only drawback is that you cannot transfer from one extension to another. read more

We have had Access Line, now Intermedia, for just one month. The installation was completed without any problems. We did not sign up for international calling, however, we now need to call Mexico. I called Access Line to add this service. It did take quite a while for a service representative to come on the line (17 minutes). A person by the name of Colleen help me. I was told it would take a few days to activate my request. When i told her it was important that I have the service the same day, she stayed on the line with me until everythinig was taken care of. The international calling was set up in one hour. The sevice from this rep was fantastic. The longer wait was made up by the excellent service. I have had no problems with thier service and would strongly recommend them. read more

6.05.2014 another bad day in lost phone service. Today, I tried 3 different times a total of 1 hr 43 minutes today to get hold of tech support. When i asked what happened yesterday, response not really sure other than a "node-?" issue. today incoming calls will ring the phone once then go to voice mail, same with extension to extension. Honestly, it seems that consistent level of quality has gone down since Intermedia took over. Going to explore if i can still use the same phone but a different provider. If anyone knows the answer in switching please post or email me todd@pccboxes.com Thank you. read more

I have been using them for four years... I have been extremely happy with the service... I am not a easy person to make and keep happy... Consistent and dependable phone service, no interruptions and great technical service.... read more

Had my toll-free number for over 5 years, never had a service interruption. I received a letter that my credit card info was not correct. I tried to change the credit card into on their site and could not. I called and the person I spoke with told me it should go through in the next couple of days. It still hadn't gone through in a couple of days so I called and asked the rep to take the payment immediately so I wouldn't be in jeopardy of a service interruption. He took the payment. This was on November 2, 2010. I called my number on November 15, 2010 and the service was off. I called and asked why and was told it had been disconnected on November 2, 2010. I had never received any notification that my service was going to be disconnected. Apologies? Big deal, I have lost two weeks of business for your INCOMPETENCE!!! read more

We have been a customer for about one year and have recently started having a world of trouble. The call quality has been awful. We have experienced busy tones for our customers (we have 8 available lines), dropped calls, static, and instances where the caller only hears an echo of themselves. We have put in numerous tickets with support and have been told that it is nothing more than our internet provider. With this information I spent around an hour and half with the ISP running a variety of diagnostic tests only to find what I already knew- there is no problem with our internet service. This was rather obvious as our entire office runs on internet based programs and we have not experienced any issues with any other device. The people in the support department are pleasant, however, nothing gets resolved. I would recommend that you proceed with caution when starting this service. read more

We are an international business, just setting up our phones this month and in the process of learning the fine points. I find the online tutorials very helpful and have recommend all in the company to review them and learn together. We had a glitch porting the numbers - our first date was not correct but we were quickly rescheduled for a succesful transfer. So far, all of our contacts have been knowledgeable, patient and quite helpful. It's a bit too early to comment on billing and long term support, but we're pleased with our service thus far. read more

We are a small business and needed to upgrade our phone system. We found accessline on the net and they sold us nothing but shotty service. The phones only worked when they wanted too. the fax line only worked about 15% of the time AT BEST!... for a business fax line it was not funtional at all we had to scan and email and instruct our clients to email rather than fax. customer service was horrible... all they say is we tested and checked and everything seems fine with a smile... yet every month i had to call because something was not working. read more

We are yet another business user who found this service through Costco as we, too, swear by Costco affiliates...up to this point. We had business phone/fax services through 1 of the major cable companies (not AT&T & starts with a C) & made a business decision to try internet based services (running parallel, of course). We decided it was not the best business choice for our needs (access to their customer service was poor, it was actually a forwarding service of our numbers and not a real port, for example, if you have caller ID our number would not show up, their arbitrarily assigned number would appear, etc) and we cancelled within the 30 day guarantee period which is part of the Costco advantage. Beware! It is a typical no hassle sign up process however, from the moment we cancelled, it was no less than sabotage by this company in our attempts/communications (several) to get our numbers ported back to our old provider. Meanwhile, through the 4 months of waiting, Accessline was billing us.We are so traumatized by this experience, we're afraid to make a move lest our phone/fax number be held hostage again. We are an HVAC service company and as unsuspecting as we may have been thinking that a Costco affiliate would not provide this sub-level of service, we went through the coldest part of the winter season conducting business on a CELL PHONE because our numbers were being tied up by them in the porting process. Then old provider would not give us our prior rates back even though we never cancelled svc with them (lesser of two evils). I did get Costco involved during the port back process and they assisted by involving Accessline customer service director. Thank Goodness For Costco, at the very least they helped on the back end. Costco DEFINITELY missed the mark on this business partnership. I would not just caution but would whole-heartedly urge anyone to not fall into the trap this company lays out for unsuspecting BUSINESSES. I would give negative/minus/sub stars if such a review type existed. The worst vendor experience ever, ever encountered in our several years of business. read more

Customer for 9 years Disconnected my number without any notifications. How about a phone call?

I was trying to help a friend who runs his small business out of his home, get set up on Costco/Accessline. I just did a google search to get the number for Accessline and clicked on the Yelp item. I was surprised by the horrible reviews and ratings. I signed up with Accessline through Costco over 12 years ago. I set up Accessline as an auto attendant an call router for then 4 locations, and now 6 locations for our automotive service business. Callers are greeted with information and then given options to get directions for each location, or connected to each location. The system has worked FANTASTIC. In 12 years I have had one maybe 2 system problems and they were fixed immediately. It has been headache free for me. The only time I call them for help is when I need to change store hours or pricing. I think that has been about one time every 18 months to two years. I rank them higher than ATT or any other telecom for customer service and reliability. The customer support has always been great. This is the first review I have ever written on a review site. read more