Business ProfileforNetFortris

I took over as a sysadmin for a company that had just signed up for Fonality/Netfortris in late 2020. The previous admin signed the company up because he got a kick back for signing us up. I have been managing the VOIP system for 3 months and to be honest if the past 3 months are an indication of their quality as a VOIP service I can't wait until we are done with the contract. We are using the NetFortris Cloud Solutions Platform in conjunction with Polycom phones which was supposed to be a an easy service to use. However, it has been nothing but a nightmare. To begin with, their L1/email support is nothing more then billing agents that cannot assist in most issues. The answers they give to simply questions are laughable. For example, in our admin console there is a section to set a location for the location of the phone. This would be very helpful so that when there is an issue I could know what phone has the problem and fix it. There are a few options in the drop down menu that I assume the last sysadmin entered as a test. I emailed their support to ask where I could change those locations to ones that would actually be useful. They responded that the phone location drop down was not editable and I was stuck with the choices that were already there. Why in the world would a company provided a location drop down and then make so that it cannot be edited? My second and most important complaint is that our desk phones are supposed to be auto provisioned by the Netfortris cloud servers. If there is an issue, rebooting the phone should provision the phone again. However, about 90% of our phones do not auto provision. If I need them fixed I need to call their support who does fix it but only for a few days. This has become an almost weekly thing that I have to call them to get my phones up and running. In an effort to help them determine the issue, I ran a packet trace to get an idea of what is causing the issue. My test showed that when the phones in my office try to communicate with the Netfortris they are not able to authenticate. When I pointed this out to their support they said the issue was on our end since their servers did not have an outage. Considering that the issue has nothing to do with server outage but with our phones being unable to authenticate with their servers the answer made no sense. The phones we have use the MAC address as the username so I asked their support to tell me how I could get the password or at least a way to reset it so I can update the configuration. They told me they could not because each phone is different so I would just have to call them each time I have the issue. Considering that this is an issue that happens several times a week this is not an acceptable solution. The issue has gotten so bad that we are now looking into an alternative VOIP solution and just eat the loss with Netfortris since the contract is for 3 years. Paying for 2 phone services is not what we wanted but since Netfortris doesn't seem interested in helping our issue now that they have us in a 3 year contract we don't have a choice. Our business depends on these phones working.