Telnyx Opposition Research 🔗

Customer Service & Support Issues 🔗

Major Support Failures 🔗

• Reddit User Complaint (June 2022): "Telnyx Support is Absolute Garbage!" - A frustrated customer reported:

• Tickets opened for months with no resolution

• Repeated claims of "top priority" without actual action
• Call logs only kept for 72 hours, forcing customers to repeatedly provide new samples
• Support agents don't read tickets properly, requiring constant repetition
• Cannot speak to the same person twice
• Major audio issues on 40+ DIDs took 7 weeks to fix
• CEO was contacted on Reddit, promised to look into it, never followed up
• Customer ultimately switched to Bandwidth.com

SMS/Messaging Reliability Problems 🔗

• Intermittent SMS Issues (October 2023): Reddit users reported systematic problems with multipart SMS messages:

• 20-70% failure rate for messages over 160 characters

• Messages show as sent from carrier but never arrive at Telnyx
• Issue affects multiple carriers: AT&T, Verizon, T-Mobile, and Twilio
• Multipart messages hitting different datacenters and failing to recombine properly
• Consistent reproduction of the issue across carriers

Regulatory & Legal Issues 🔗

FCC Enforcement Actions 🔗

• $4.5 Million FCC Penalty (February 2025): Telnyx faced a massive proposed fine for:

• Failing to conduct proper Know Your Customer (KYC) procedures

• Allowing "MarioCop" scammer onto their network who targeted the FCC itself
• Accepting Bitcoin as payment (questioned by regulators)
• CEO David Casem's defense claimed they were "swatted" - suggesting competitors set them up
• FCC criticized for never clearly defining KYC requirements, yet penalizing violations

Compliance Violations 🔗

• BBB Complaints: Multiple issues reported:

• Compliance problems with purchased 800 numbers

• Violations of FCC number portability regulations
• Customers being charged for services that should be free per regulations

TCPA Violations 🔗

• Robocall Facilitation: FCC proposed $4.5 million fine for alleged robocall violations
• Pattern of allowing bad actors onto their network despite claimed KYC procedures

Service Reliability & Technical Issues 🔗

Network Outages 🔗

• Level 3 and Verizon Integration Issues (2021): Reports of:

• Telnyx experiencing outages when upstream providers had issues

• Calls to/from Verizon networks experiencing failures
• Dependency on other carriers leading to cascading failures

Porting Problems 🔗

• Number Porting Delays: General industry issues that affect Telnyx:

• Poor planning leading to service downtime

• Lack of transparency in porting process
• Hidden fees not disclosed upfront
• Poor provider support making porting stressful

Business Practices 🔗

Lack of Transparency 🔗

• Hidden Fees: Reports of unexpected charges for:

• Number porting (despite FCC regulations requiring free porting)

• Various service fees not disclosed upfront

Poor Communication 🔗

• Customer Service Record (CSR) Issues:

• Difficulty obtaining accurate account information

• Mismatched business details causing service disruptions

Bitcoin Payment Acceptance 🔗

• Raised red flags with regulators about potential facilitation of fraudulent activities
• Questions about adequacy of KYC procedures when accepting cryptocurrency

Industry Reputation 🔗

Carrier Status 🔗

• Questions raised about whether Telnyx operates as a true carrier or merely a reseller
• Dependency on other carriers' infrastructure leading to reliability issues
• "At the mercy of other carriers' outages"

Trust Issues 🔗

• Pattern of promising resolution without delivery
• Inability to escalate legitimate issues effectively
• Support team described as working "diligently" without actual progress

Summary 🔗

Based on publicly available information, Telnyx appears to have significant issues with:

1. Customer Support: Extremely poor response times, unfulfilled promises, inability to resolve issues
2. Regulatory Compliance: Major FCC fines, KYC failures, questionable business practices
3. Service Reliability: SMS delivery failures, dependency on other carriers, network outages
4. Business Ethics: Hidden fees, lack of transparency, poor communication

These issues have led to customer defections to competitors and significant regulatory scrutiny, including multi-million dollar proposed fines from the FCC.