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Phone Company reviews in Mclean

  • A
    Arrived on time. Very friendly. Spent a couple of hours with us. Downloaded Verizon in-home agent and showed us how to use it. Tested the entire system to make sure everything was working fine. Previously we had been with Cox (the only two providers in our area are Cox and Verizon). We have saved several hundred dollars per year by going with Verizon and I assume I will be a customer for years to come.
    - Stella M B.
  • A
    Verizon Fios
    The internet is great. I have had them for years. I like the speed and the service department is always there if anything does happen. Overall, it has been a good experience. I will continue to use them.
    - Lauren H.
  • F
    Crossover AVS
    We initially hired Jason to install TV, internet and phones to the house we were moving into.  A year later, we still do not have wireless access in our master bedroom, and the only wireless that works reliably is the cheap Verizon router that came with our service.  They blew a speaker because they swapped the wires for the surround sound and the sub-woofer.  The speakers still buzz and have horrible sound quality because they were installed next to wires.
    Multiple failures in communication resulted in hours of lost time from work, including multiple missed appointments and the wrong work being done by the people he sent to do the work.  He is now attempting to recover the labor costs of the people he hires by double billing us and now has threatened to re-charge us for an invoice already paid and send us to collections.
    He says that I told him to sound all the wires and hook up the ones I specified, but admits that I never told him which wires to hook up (therefore it is not possible that I told him to do this work).  We were so displeased, that we vowed never to have him do any work for us again. However, when I discovered he never did the job we paid him to do previously, I called him to complete the job.  I was exceedingly clear that this was to finish a previous job we had already paid him to do.  He ignored this and charged us again.  Last Friday he came to our house uninvited and unannounced, where he threatened to charge us $11,000 more for an invoice for which we already have a paid in full receipt.
    We are so incensed by this experience and underhanded way to try to recover his costs from poor business management that we will be suing to recover the money that we paid him in order to have the job finished correctly.
    Below are correspondence with details.
    Jeff contacted me Monday to ask if someone could get into the house to set up the new router this morning between 8 and 9:30.  We arranged our schedule to have someone there continuously between these times, but no one has come.  In addition, Jeff couldn't tell us who it was that would be coming to do the work.  Can you let us know when someone will be coming?  This is now multiple times that we have made appointments with Crossover that have not been kept on time or kept at all.  It's disheartening that when I call to inquire about what happened sometimes no one seems to know what is going on or why the
    communication failed.
    I think the communication could also be improved by letting us know in advance who is coming and have us communicate dirrectly with them.  But when I communicate a problem to you and Amy or Jeff calls me back, and someone else comes to do the work, it requires us often to explain issues and information multiple times (which after 2 months becomes exasperating).  It would also be nice to know who to expect is coming.  When I expressed this feedback to Jeff his response was that there only
    the same couple of people in my house.  This is both inaccurate and dismisses my concern without addressing it.  To date, there have been at least you, Amy, Eric, Jeff, and several other people who's names I don't remember and have never met.
    It has now been months that we have been dealing with these issues. Our internet has been out off and on all week, which is incredibly disruptive.  While I appreciate your teams' significant work to try to resolve this, I am frustrated by how many times I have had to plead my case that there is something wrong.  Issues with the internet have been occurring since the first day that Jeff set it up.  At that time, I attempted in vain to argue my case with him for a lengthy period of time that there was something not working correctly.  Clearly, there were ongoing issues and I don't appreciate this push back.  I'm not satisfied that this push back continues to occur, and I believe this has prolonged the resolution time unnecessarily.  Often I have had to bring up the same issues multiple times (such as the phone/internet jack installations and the line being tripped in the fireplace room) to
    multiple people and the ball has been passed without resolution.
    When we met with you and contracted you to do all of this work, we were under the impression that you would be doing the work.  One of the reasons we decided to go with you is that you were so knowledgeable and we thought you would be doing
    the installation yourself and this would be the most efficient way to have our entire AV/internet situation completed as fast as possible with as little disruption to our lives.  Therefore, we were surprised from the start when you were not doing this installations and Jeff took over primary responsibility.  I think our expectations could have been managed a little better from the beginning by letting us know that a large team would be doing the installing and you would be supervising off the job site primarily.
    We will look to hear back from you to arrange another appointment for someone to install the new router.
    As we discussed yesterday, back in July, you and I agreed to your team installing an extra switch in order to attach all of the wires in the house, so that all internet outlets are active.  After we went back and forth about labeling the outlets that we want active and multiple missed appointments, you suggested making all of the lines active, as "it was too much work to sound out all the lines and figure out where they were going through the house."   I authorized an extra switch to activate all the lines in the house.  Then different people came to the house and did 12 hours of sounding out the lines in the house and activated the wrong outlets, b/c I had never indicated which outlets we wanted active.  When we spoke Sunday (2/10/13) and I explained that I had just discovered that an extra panel was never installed after trying to set up the au pair's TV and found the outlet dead, you replied, "I don't know.  I wasn't there. I'm not sure what the guys that did the work put in." Unfortunately, it appears once again, that the plan we agreed to was not adequately relayed from you (based on our conversations) to the people doing the work at the house.  I did not authorize 12 hours of labor to tone out all the lines, as what we agreed to was that all lines would be activated in the whole house.  We have multiple emails to this effect. We am happy to pay for the hardware from yesterday, but
    you can credit the $900 for services inaccurately rendered (from 7/26/12)  towards the labor on this invoice.  I'm dissappointed that there have been so many instances of what we thought we were getting is not what is delivered, and we recieve extra bills without discussing or approving of the work. 
    I understand that you and your people have spent an enormous amount of time trying to deliver what we paid for, and that
    this was much more difficult that any of us would ever have predicted.  I can even understand your need to recover some of these costs, but lying to say that I told you to sound out all the lines is unethical.
    Charging us to do the same job twice for $900 and $837 and ignoring our conversation about this issue, is infuriating after I spent so much time discussing with you yesterday that you never did what we talked about the first time.  Further, it is poor form to simply ignore this conversation and simply bill us again the next morning to do the job we agreed to the first time.  It is unprofessional that it is never clear what work is correcting work that was previously not done correctly and what are new charges. Further, you promised us that the whole house would have wireless signal, and upsold us on a commercial grade router that was $1099, that had, "10,000 feet of covereage!  You can light up the whole block with this router!"  The wireless has never covered through the whole house, which the previous owners never had a problem with.  I would recommend that you be much more clear about what you are going to deliver (and not over represent what is delivered) then charge more to deliver what you indicated you would deliver the first time.
     Andy and Erin
    - andrew w.
  • B
    Their prices are high. The service is good with very little problems. They are better than the company I had before. I have wireless service which is not cheap but the service is cheap. When I called them four or five years back, when I get to the person, customer service is excellent. When they sent somebody out, I have had good luck with that too but it's hard to get to that point. They charge way too much.
    - Rosalie L.
  • A
    Cox Communication
    - Darlene W.
  • B
    They are good. I will stick with them.
    - Becky B.
  • B
    We chose them for their high speed internet feature.
    - Helen S.
  • B
    I use just the basic services. The actual service is fine, just the back office work initially is a little difficult.
    - Jack D.
  • B
    My only complaint is that they are very expensive, otherwise the service is good.
    - Richard M.
  • B
    Cox Communication
    Their customer service is fine.  6 out of 9 of customer service experiences has went well.  I just think they don't have a lot of competition. 
    - Heather C.
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Phone Companies in Mclean

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