Lousy phone co and it's service. Their Handy Tone - 286 device every now and then goes off-line and has to be recycled. In the past 2 years I got fade up with their crappy system. Now it's time and I'm switching. Voice quality is good. Caller Id only displays number. There is no way for caller id to match the number and display caller's name from your account address book. Horrible Customer Support - Each time I had to call had to wait for more than an hour and few times it went over 2 hrs before your call is answered by a 1st tier good for nothing suppoprt. The 1st tier support will go over basic 10 points, which you already know. When asked to be connected to tech support, you are told that direct access to them is not possible. Best on the 1st tier’s feedback tech support will look into it. Till date twice I had requested for tech support, never heard from them. If your phone is down then you'll have to use your cell phone and wait for hrs. Don't fall for the $199 annual cost. If you've pre-paid and you want to leave you loose your money, as they will not refund for unused period. If you want to leave within 1st year of contract you'll be charged penalty.