We engaged Fusion Connect for VoIP services in September 2025 with the expectation of professional implementation and timely communication. Unfortunately, after more than three months, our number was still not ported and no meaningful progress had been made--despite providing complete porting information and following up repeatedly. Communication was sporadic, internal ownership was unclear, and the only consistent activity during this period was billing. Ultimately, we completed the work ourselves by moving to another provider. From number porting to hardware procurement, licensing, and full production deployment, the entire solution was implemented and operational in about one week (three weeks total including shipping and licensing of Cisco hardware). We understand that projects can be complex, but prolonged inactivity combined with poor communication is unacceptable--especially for small businesses that depend on their phone systems to operate. Update (2/6/26): Despite never delivering a working service, Fusion Connect has now issued an early termination fee invoice of $321.29. Charging an ETF after months of non-performance only reinforces our experience. We hope Fusion Connect improves execution and accountability for future customers. Unfortunately, based on our experience, we cannot recommend them. read more

I have been a client for over 10 yrs. I have always received excellent customer service. After working with several telecom companies I admire the speed of resolution and the overall cost of service. read more

Working with Fusion has been a consistently frustrating experience. From day one, their service was unreliable and their support slow to respond -- when they responded at all. Communication failures, delays, and repeated billing issues made it clear that this is not a company equipped to support a professional business. Despite their own repeated failures to deliver, they enforced a termination fee tied to a contract that was never properly executed. No accountability. No professionalism. Just a rigid, transactional approach that completely disregards the customer experience. Fusion has caused measurable harm to our operations and shown zero willingness to make it right. If you're considering them for your business, don't. Look elsewhere -- this company is not worth the risk. Wish I could rank lower than 1 star. read more

Fusion has been very reliable. Christine P. has been great to work with and help with making our service great. Tech Support has also been the best. I never - never feel like I am bothering some like with other companies. We need speed and consistency. We get that with Fusion. Thanks! read more

They have brought their support in house. I called at 7pm CA time and had our Webex Issue handled with 15 minutes. Much improved.

Fusion has been a great help for us. We have a complicated setup including an automated call center in a cloud environment. They were able to help us navigate all the complexities of this. It did take some time to get everything set up, but we have had very few issues since. They had their technical team on the line with the cloud provider technical team to ensure everything was working. We have been a customer since 10/2023. Customer service has improved since adding Customer Experience manager's to the account. read more

Do not even considering working with or signing a contract with this company. They are horrible in every aspect. We've had SIP trunks with them for years. Their support is horrible, extremely slow, and overall does not understand how to communicate whatsoever. Unfortunately, we signed a contract with them due to a time constraint, and they have done everything in their power along the lay to leave us hanging, break promises, and leave us for dead. They are a horrible company. Stay away at all costs! read more

Horrible customer service. I haven't had internet or telephone service for five days and after waiting on the telephone for 30 minutes for them to look into it they are telling me that the ticket was closed. They never sent anyone out just closed the ticket and I'm still without service. I pay them $800.00 a month. Can anyone recommend another provider for internet and email, etc. that is better than Fusion. thank you in advance. read more

Avoid this business I use that service for five years because I was stuck in a contract finally they let me go because they're good night Support the copper wire lines in my area after living there service they took away my email which is supposed to be free by any Microsoft AOL Yahoo but they took it away from me without any notice while I switch to Spectrum Business net I found out that these people were robbing me they were charging me three times of What I am paying currently and the Internet speed is three times faster read more

We were customers back when it was C Beyond. Then Birch Communications bought out that company. A few years later, Birch became Fusion. C Beyond was a great company. Their customer service was stellar. When Birch took over, it was harder to talk to a real person because of the gymnastics required to get through the maze of choices when we called about a problem. We were not happy about it but it was easier to stay with them than to seek out another company. We were a small business and had two phone lines, fax line, and internet through them. We thought service couldn't get worse, but it turns out Fusion was able to convince us that we were wrong. Fusion service is terrible. When you phone with an issue, you are routed to someone to help you who says it's not their responsibility. Then they turn you over to yet another person who doesn't answer the phone. You leave a message but no one returns your call. It's been very frustrating. We had to close out our business due to COand request disconnect. Not only did it take two months to get that done (meanwhile they continued to bill us over $500/month), but they hit us with a $2000.00 early disconnect fee! We had not renewed our contract with them but remained month to month, but we apparently missed a clause in the contract saying they automatically renew if they don't hear from you! The company is awful. Do not use them. Please. Spare yourself the grief. read more

I used them for 20 years due to the shopping center I am in does not have any other option. Once purchased by Birch and then Fusion service and quality went to complete garbage. Oh, good luck getting support in a timely fashion. They had me locked into a contact but due to them dropping internet service (T1) and giving me ATT DSL ($50 per month on your own) they increased their pricing to 0ver $500 per month! They said they would let me out without penalty, so I took my out. Well guess what I was billed the termination fees. I hope the CEO and company executives all get what they deserve! Outrageous rip-off company with horrible service. Can not recommend at all ZERO STARS!!!! read more

Have been with them since "Megapath" (google that for more reviews). Terrible provider. Terrible customer service. Terrible support. Terrible billing. They don't respond to emails, close tickets without a fix, I would rather string two tin cans together than use them as a phone company. read more

Horrible experience. Used CeBeyond twenty years, Fusion bought them out and destroyed the brand.

Failure to provide phone service for weeks on end at our business. BE WARNED. Wholeheartedly advise against it.

Worst Company ever!!!! The never fix the tickets you open. Nobody in customer service ever gets back to you. Billing is always incorrect. Today our main number is being used by a robo hacker. We are getting calls every 5 mins with upset people that we never called. Fusion said they will work on when they can. It is clogging up my phones. Stay away from this company!!! read more

Terrible customer service. Terrible support. Terrible billing. They don't respond to emails, close tickets without a fix

Worst company! They must have changed ownership a million times. I'm so sick of dealing with them. Their customer service reps don't even care to help they pass you off from person to person OR tell you they will email you instructions. Yea that's exactly what I need when I'm stressed out about my service! They put you on hold for an hour and have attitude when they get back! Absolutely WORST CUSTOMER SERVICE EVER!!! read more

Been working with the team for a while now and have enjoyed my experience. Friendly team and willing to work out any issues that arise!

Absolutely horrible company!!! They took a payment without authorization and NEVER returned it. In 1 year time they have increased the monthly amount twice at over $600!!! Just disgusting!!! read more

The worst most unprofessional disorganized company in the history of the telephone!!!!!!!!!!! Takes weeks to get a service call on a non working business line that operates the front entrance gates locking all residents out of the property. Disconnected all services in November 2021 still being billed in February of 2022. Disconnected 6 times while trying to resolve the issue. read more

We are now in our fourth business day of waiting for FusionConnect/BirchConnect to get our business phones working. All they do is say that they keep "accelerating" the ticket, yet, in 4 days no technician has come to our office. We have 40 telephone lines that have been down for this entire week with nothing happening. I have now spent over 5 hours in 10-12 phone calls with them to no avail other than "sincere apologies." read more

Go look up reviews for a company named "MegaPath." In an effort to rid themselves of the terrible stigma of being one of the worst providers of business phone and internet service in America, MegaPath "rebranded" or whatever and now they call themselves Fusion. Make no mistake, they still suck -- hard. If you enjoy being stuck in punitive long term contracts with terrible, barely-functioning service, you have found the right phone and internet provider. I assume that MegaPath / Fusion are owned and operated by sociopaths that flunked business school except for the portions that counseled business owners on how to provide the absolute worst customer service possible. If you accept the reality that most phone companies are awful and out to screw you, MegaPath / Fusion still stand out as the paragon of incompetence and deceit. read more

We were CBeyond, then Birch, and finally Fusion. We had a pretty good service the former 2 so we expected it to follow to Fusion. It was really touch and go. Sometimes okay (never great) and other times horrible. The support folks would have a "what do you want?" kind of attitude when you called. You really didn't get good service unless you were talking with a real tech, someone above level 2. Everyone else was hit or miss, and like I said, okay at best. We are a small business with only 9 employees. We utilized only 4 business emails. Because we were under contract, we ran it out as far as possible before deciding to switch to another firm. We paid over $1,000/month for VoIP, hosted Outlook Exchange, and internet. Much research led us to cheaper but equal service options. We found out - 18 days later - Fusion deleted all our archived business emails. It is their policy to 'automatically delete the emails within 10 days of the account closing.' They don't add they don't contact you or warn you to tell you either. And since we had closed the account, we had trouble getting our domain name transferred (Fusion uses some odd firm named 2Cows - horrible. No customer service), and our IT team had trouble getting anyone from Fusion to discuss the transfer of emails, etc. over. Because of domain name issues, our business emails have been down for 4 weeks. And though our IT people contacted Fusion again and again, no one told them or us about the deleted emails until today. Our start with Cbeyond many years ago is also when we decided to create our domain name. A small family-owned firm that has been in business since the late 1940s, we felt it was time to finally use a domain name associated with the firm. About 9 years of business correspondence emails completely wiped away. This is what they did to us. I would never recommend Fusion to any firm of any size, or any individual. I highly suggest using another service provider, for I would not want anyone to be faced with what we are today. read more

This company provided us a quote for our business selling us a bunch of bonded T1's at like $350 a pop. We just wanted to get our internet up to a business worthy speed but the best they could do was 10.5mbps and it cost us $1100/month. The very same year an account rep reached out and i told them we need something cheaper and he quoted me 120mbps for $250/month. How is this fair. This company just wanted to price gauge us for 3 years because they knew our only option for phones and internet was them. This business is a scam just running a monopoly on services that would allow for more competition. read more

What a terrible company. I started with Birch and then another buy out and then Fusion.Customer Service is terrible and the billing inconsistent.Charged for late on checks that they misplaced and deposited 3 months later.Invoices were almost always late.Then last month over 100.00 increase with no communication and automatic renew.Terrible company. read more

I have been with Fusion for 4+ years (and the previous company they purchased) and I went to cancel my service today due to high costs. I found out they auto renew a yearly contract with an early termination clause. I never agreed to auto renew a yearly contract, and never signed anything agreeing to this. I will be speaking to a lawyer about this and the BBB. read more

Do not use this company for any services whatsoever! Fusion Connect purchased my business account from another provider. After finding a better and cheaper provider which allowed us to save over $200 per month I tried to cancel. And tried to cancel and tried again. The process has been going on for over 3 months. I no longer have service but they keep billing me. They keep stating that despite my canceling I haven't returned an email over 30 days ago stating that I wanted to cancel. I did return the email but they still keep billing me. I am under contract so I am willing to buy out the rest of agreement according to the contract. However, they keep billing to collect more money. Do not sign up with this company ever. read more

This Company is total crap, they will respond to you until you sign a contract with them. Once the contract is signed they never answer phone calls or they won't even respond to emails as well. All they do is pointing you to another person and it will keep circling around for months. read more